Service Desk Technician

Advantage Tech is looking for a Service Desk person for our Olathe, KS client.  You will be helping out with computer replacements. 

General Responsibilities:
Provides proactive, high level of customer service to employees on a variety of technical and support issues including or involving the following but not limited to: personal computer systems, operating systems, LAN/WAN, printers and application software. Responds to employee queries, runs diagnostic programs, installs hardware and software, isolates problems and determines/implements solution.
 
Essential Role and Responsibilities:
 

  • Respond proactively to telephone calls and emails sent to the Help Desk system as the first level of assistance.
  • Open and/or close work orders (via Help Desk software) on each call received.
  • Escalate problems and requests as necessary to ensure positive resolution.
  • Conduct research on relatively simple issues and escalates issues that cannot be resolved in fifteen minutes to either a more senior Help Desk level or level two support.
  • Create, modify and/or delete user accounts per Company policy and update appropriate documentation (e.g. account termination spreadsheet).
  • Guide end users through troubleshooting procedures to restore technical service
  • Re-image workstations and laptops (using current image software) when required.
  • Accurately document user issues and troubleshooting steps, test results and resolution information within incidents and service requests
  • Maintain an increasing level of proficiency in hardware, software, networking and other technologies supported by the IT Dept.
  • Participate in company technology projects as needed.
  • Maintain an accurate, timely record of hours spent on Work Orders and projects in time and accounting systems.
  • Follow safety rules, guidelines and standards for all projects.  Participate in pre-task planning.  Report any safety issues or concerns to management.
  • Be responsible for maintaining quality standards on all projects.

 
Requirements:
 

  • High school diploma or equivalent.
  • Up to one year help desk related experience.
  • Associate’s degree in Information Systems or related field preferred.
  • Experience with Microsoft operating systems at the level used in the corporation as well as desktop and laptop hardware.
  • Experience with Microsoft Office Suite of products at the level used in the corporation.
  • Experience with Microsoft Lync phone system
  • Experience with Microsoft Exchange
  • Knowledge of Client PC connectivity, e.g., Ethernet, TCP/IP, LAN/WAN and VPN
  • Knowledge and understanding of Active Directory at the level used in the corporation.
  • Knowledge and understanding of mobile devices, e.g., iOS, Android phones and tablets.
  • Valid driver’s license with acceptable violation history.
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