Workstation Support Technician

Contract Role | Workstation Support Technician (Call Center support) in Kansas City MO
Duration: 9 months contract with possible extension Job Description
The Workstation Support Technician II plays a vital role in maintaining the smooth operation of an organization's computer workstations and related technology. Under general supervision, this position provides technical assistance to end users by installing, maintaining, and upgrading workstation hardware, software, and operating systems. The technician also supports multifunction printing devices, smartphones, tablets, Aruba VPNs, and coordinates workstation moves and equipment upgrades.

As a key point of contact for troubleshooting, the role involves diagnosing and resolving hardware and software issues—ranging from simple to highly complex—through Service Desk escalations and in-office support. By ensuring users can effectively utilize their technology tools, the Workstation Support Technician contributes significantly to the overall efficiency and reliability of the IT environment.

Qualifications:

• High school diploma or equivalent required; associate or bachelor’s degree in Information Technology or a related field preferred
• 1–2 years of recent experience in desktop support, networking, or a similar technical support role
• Proficiency in diagnosing and resolving hardware, software, and network issues in a Windows 10/11 environment
• Strong knowledge of Microsoft Office, Office 365, and productivity applications
• Familiarity with DNS, Active Directory (functions and operations), and VPNs
• Experience with SCCM, Citrix, VDI, and laptop/PC hardware maintenance preferred
• Effective verbal and written communication skills, with the ability to explain technical concepts to non-technical users
• Strong problem-solving skills and ability to think critically under pressure
• Ability to manage multiple tasks and adapt to changing priorities in a fast-paced environment
• Demonstrated ability to work independently and collaboratively within a team
• Customer-focused mindset with prior face-to-face and phone-based support experience
• Valid state-issued driver’s license required; must be able to operate an Client vehicle if travel is necessary
• Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Support Technician are a plus

Key Responsibilities:

• Provide timely and effective technical support to end users via in-person, phone, email, chat, and ticketing systems
• Diagnose and troubleshoot workstation, software, printer, and networking issues, including support for remote and hybrid work setups using company-provided hardware
• Install, configure, and maintain operating systems, Microsoft Office 365, and other business-critical applications
• Assist with new workstation setup, including user accounts, email configuration, and required applications
• Support and maintain multifunction printers, smartphones, tablets, audio-visual systems, ruggedized laptops, virus kiosks, and other specialized equipment
• Perform workstation setups, relocations, upgrades, and hardware maintenance
• Assist with account management tasks such as password resets, access permissions, and user provisioning
• Troubleshoot network connectivity issues and escalate unresolved problems to Tier III support as needed
• Maintain accurate documentation of support activities, troubleshooting steps, and resolutions within the ticketing system
• Track and manage hardware inventory, ensuring devices are properly logged and accounted for throughout their lifecycle
• Educate end users on basic troubleshooting techniques and IT best practices to reduce recurring issues
• Ensure compliance with IT policies, procedures, and security standards
• Contribute to the development and maintenance of technical documentation, user guides, and standard operating procedures
• Stay informed on industry trends, emerging technologies, and advancements in workstation support
• Prioritize support requests based on urgency and business impact to minimize operational disruptions
• Perform other duties as assigned to support team or organizational need

Strong soft skills, including:

• Eagerness to learn and grow professionally within the technology field
• Self-…