Help Desk Support Technician

Description

The Service Desk Analyst – Regional Support role is primarily responsible for providing first level technical support to end users through the Service Desk. This position is 100% Service Desk focused. This resource ensuring consistent user experience, timely incident resolution, and local hands‑on support.

The position requires strong customer service skills, technical troubleshooting ability, and collaboration with internal IT teams to ensure timely incident resolution and a positive end-user experience.

• Serve as the primary point of contact for end-user IT support via phone, email, and ticketing system.
• Respond to and resolve incidents and service requests related to hardware, software, applications, and access issues.
• Accurately log, document, and manage tickets in the IT Service Management tool (e.g., Service Now).
• Diagnose issues by gathering detailed information, asking clarifying questions, and following established troubleshooting procedures.
• Resolve tickets using published Knowledge Base (KB) articles and documented processes.
• Escalate incidents to higher-level support teams when necessary, following defined escalation procedures.
• Adhere to Service Level Agreements (SLAs) for response and resolution times.
• Act as a trigger for critical incident management by notifying appropriate technical and incident management teams.
• Coordinate with technical teams to provide timely and accurate updates to users until resolution.
• Participate in knowledge base creation, updates, and continuous improvement activities.
• Identify recurring issues and communicate trends or operational challenges to leadership.
• Maintain a high level of customer service and professionalism in all interactions.

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Help desk support,Customer support,Customer service,Troubleshooting,Service desk,Active directory,Windows 10

• Some hands‑on deskside or field support experience.
• Associate’s or Bachelor’s degree in Computer Science or related field.
• IT certifications such as A+, Network+, Security+, Microsoft certifications, or similar.

• Primarily office-desk based with occasional on‑site support.
• Ability to lift and/or move IT equipment such as desktops, monitors, and printers as needed.

• Customer Focus
• Problem Solving
• Active Listening
• Clear Communication
• Multitasking
• Collaboration
• Organization
• Adaptability
• Attention to Detail

Intermediate Level

This is a Contract to Hire position based out of Springfield, MO.

The pay range for this position is $38.00 - $40.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job‑related factors.

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, the benefits available for this temporary role may include the following:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan – Pre‑tax and Roth post‑tax contributions available
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long‑term disability
• Health Spending Account (HSA)
• Transportation benefits
• Em…