Tier II Helpdesk Specialist

Description

On-site 5 days/week in Overland Park, KS

Our client seeks a Tier II Helpdesk Specialist to provide onsite technical support for desktops, laptops, printers, peripherals, and core applications. The specialist will record, triage, and resolve incidents through the service desk, perform troubleshooting and preventative maintenance, support software releases and rollouts, and elevate issues as needed. The role will document resolutions, deliver customer-focused service, and adhere to change and audit procedures.

Due to client requirements, applicants must be willing and able to work on a w2 basis. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.

Rate: $18.00 to $22.50/hr. w2

• Monitor service desk system for incoming requests and resolve or elevate accordingly.
• Provide technical assistance and support for desktops, laptops, printers, peripherals, and core applications.
• Record, track, and document issues and resolutions using service desk software through final resolution.
• Apply approved diagnostic utilities and access FAQ resources to aid in troubleshooting.
• Perform remote or in-person fixes including installing and upgrading software, installing hardware, and configuring systems and applications.
• Conduct preventative maintenance on end user devices and IT equipment.
• Test fixes to ensure adequate resolution and perform post-resolution follow ups.
• Escalate problems to higher tier groups or supervisor as required.
• Assist in software releases and rollouts according to change management best practices.
• Adhere to audit responsibility policies and procedures and alert management to incident trends.
• Handle confidential data responsibly and maintain strong documentation.
• Assist in training of Tier I support staff and support day-to-day operations as needed.
• Participate in assigned projects and company or department training.
• Support onboarding tasks, computer setups, and user access in tools such as Office 365 and Active Directory.

• 2 to 4 years of relevant on-site technical support experience.
• Knowledge of advanced computer hardware including desktops, laptops, smartphones, and end user network configurations.
• Experience with Microsoft client operating systems.
• Extensive application support experience with Microsoft Office and Office 365 applications.
• Working knowledge of software and hardware diagnostic tools; proficiency in basic network fundamentals.
• Experience with service desk tools;
  Service Now or Jira preferred.
• Strong written and oral communication, customer service, and interpersonal skills with focus on rapport, listening, and questioning.
• Strong documentation skills with attention to detail; ability to research diverse computing issues.
• Effective time management with ability to prioritize and execute in a high-pressure environment.
• Self-starter who can work independently and as part of a team; dependable with consistent attendance.
• Flexibility to work nights, weekends, and overtime as needed.
• Ability to handle and set up technology equipment; ability to lift up to 50 lbs.

High School Diploma or G.E.D or equivalent combination of education and experience.