Desktop Support Technician; Lenexa, KS

Overview

Description The primary location is the Lenexa office and manufacturing site, but this role requires flexibility to support other locations. Travel to these locations is expected to be minimal based on past years; however, there may be situations where on short notice, the person will need to spend a full day or several consecutive days.

• Provide day-to-day local desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve hardware, software and application issues in a ticketing system.
• Perform break/fix, fault diagnosis and resolution for desktops and related devices.
• Provide fault analysis for customer core operating systems and platforms and support desktop fault resolution for the approved application suite.
• Manage day-to-day governance of activities and work instructions for resource execution.
• Provide first/second level support to end-users, troubleshoot standard and non-standard hardware and software problems, and follow established operating procedures.
• Install, upgrade, support and troubleshoot computer hardware (PCs, laptops, tablets, printers, etc.) and user devices.
• Install, upgrade, support and troubleshoot Windows 10, Microsoft Office, O365, and other approved desktop applications.
• Install, upgrade, support and troubleshoot MS Teams Room systems and other conference room equipment.
• Install, upgrade, support and troubleshoot basic active network equipment and office IT infrastructure components.
• Coordinate with third-party vendors to remediate complex Audio/Video issues as needed.
• Execute new user onboarding (room and connectivity preparation, device configuration, device handover, trainings).
• Perform end-user training within the desktop support domain.
• Perform assigned IT project tasks (e.g., office relocations, technology changes, new system rollouts).
• Maintain ticket updates for all incidents and maintain asset management database.
• Perform general preventative maintenance on computers, laptops, printers, and user devices; perform remedial repairs on desktops, laptops, printers, and peripheral equipment.
• Administer Telcom provider’s wireless devices/accounts.
• Have basic knowledge of Mac operating system to support Apple users and Apple devices.
• Demonstrate broad IT knowledge with basic understanding of networks, servers, audio/visual, smart devices and telecoms.
• Work in a project-based environment requiring flexibility and teamwork; perform other duties as assigned.

• Desired:
  Windows 10, MS Office 365 and O365, PC hardware & IT network infrastructure installation and troubleshooting, Microsoft Active Directory, Helpdesk ticketing systems.
• Experience with conference room technologies (MS Teams Room, video cameras, speakers, and mics).
• Mobile device management including iOS and Android, enterprise encryption solutions, Windows PC/laptop management via Active Directory.
• Proven analytical, troubleshooting and problem-solving skills.
• Proven ability to multi-task, prioritize, and meet SLAs.
• Excellent communication, relationship-building, and internal customer service skills.
• Adaptable and flexible in a fast-changing industry and work environment.
• Willing to work off-hours and weekends for projects or emergency support.
• Experience in a GxP regulated environment is a plus.

Desktop, Windows 10, MS Office, Printer mapping

Desktop, Windows 10, MS Office, Printer mapping

Excellent customer service and communication skills. Problem solving and ability to work as sole technician with minimal supervision.

Intermediate Level

This is a Contract position based out of Lenexa, KS.

The pay range for this position is $25.00 – $27.00/hr eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, benefits may include Medical, dental & vision, Critical Illness, Accident, and Hospital; 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions;
Life…