Sr. IT Service Desk Technician

Easy Ice LLC•Lenexa, KS

10h

About The Position

The Sr. IT Service Desk Technician role works to provide software, hardware and related computer component support and maintenance with the goal of optimal computer systems operation, including end-user support and education. This position provides support and assistance with day-to-day issues along with working with our technology vendors to accomplish various tasks. This role will work both in a tier 1 and 2 helpdesk capacity. The position requires strong communication, patience, empathy, and the ability to multitask in high-pressure, fast-paced environments.

Requirements

Must have a Strong understanding of Active Directory or Azure Entra
Must have a Strong knowledge of MS Office programs and Office 365
Must have a Strong knowledge of Windows 10/11 and MacOS operating systems
Must have a Strong knowledge of Android and iOS mobile operating systems
Must be knowledgeable in networking
Must be able to troubleshoot software and hardware
Must possess Strong communication skills
Perform well under pressure and be resourceful in obtaining information/skills that support a fast-paced, often crucial IT environment
Exhibit good decision making, analytical problem solving and excellent organizational abilities
Ability to carry out oral and written directions and work with minimal supervision
Communicate clearly and professionally, both verbally and in writing
Must have good people skills as a team player, willing to establish and maintain a good working relationship with other departments, co-workers and vendors
Must be trustworthy and dependable when working with sensitive documentation and access
Strong command of company’s policies and procedures
Comfortably lift 50lb objects

Responsibilities

Provide 1st and 2nd level support to staff for general technology, software, and hardware needs
Take on tier 2 ticket escalations from the IT Service desk technician(s)
Improve reference/knowledgebase documents by writing and maintaining documentation
Follow-up with staff, provide feedback, and see problems through to resolution while escalating issues as needed
Assist in the set-up of employee workstations (on-boarding, off-boarding), as necessary, and within Easy Ice protocol, software and settings
Become familiar with various company platforms and assist with end user training
Update computer workstation software as necessary
Ensure proper recording, documentation, and closure of tickets
Repair and troubleshoot hardware such as workstations and printers
Maintain inventory levels and tracking inventory
Assist with various general IT tasks such as data entry, data analytics, and shipments (inbound/outbound)
Show leadership capabilities by mentoring junior staff members.