Helpdesk Technician
Position location: This is a hybrid position that is in office 3 days per week; candidates must reside in the Kansas City Metro area in order to be considered.
Summary: The Help Desk Technician is responsible for providing first-level technical assistance to computer users. The Helpdesk Technician responds to telephone calls, electronic mail, and other inquiries from computer users regarding hardware, software, networking, or other IT-related problems or needs; logs, tracks, escalates, and resolves work orders; or refers the issue to specialized IT staff. Perform other assignments as required.
Essential Duties and Responsibilities include the following:
- Review and sort Helpdesk tickets as they come in and assign to the correct technician.
- Address assigned Help Desk tickets and resolve in a timely, appropriate manner.
- Build and configure new desktop or laptop systems and install needed software per user profile.
- Install and configure new thin client workstations including monitor.
- Create new user accounts in Active Directory and add to proper workgroups; grant needed permissions.
- Create new user accounts in Microsoft Exchange and configure mailbox.
- Create new user accounts in Five9. and configure phone profile.
- Troubleshoot issues with technology equipment.
- Install new software on user systems as needed.
- Contact vendors and order new computer systems, and new hardware, as needed.
- Maintain IT equipment located in conference rooms and training areas and assist as needed.
- Assist users with printing, scanning, and copying equipment.
- Troubleshoot system access problems.
- Maintain inventory of equipment and parts, document IT vendor activities.
- Mentor Interns.
Qualifications:
Experience:
- Three to six months related experience and/or training; or equivalent combination of education and experience.
Education:
- Minimum one year certification from college or technical school
Skills and Competencies:
- Knowledge of Microsoft Office Suite required.
- A+ Certification and Active Directory knowledge required; Network + certification desire.
Work Environment
This hybrid role is based in Overland Park, KS, with a minimum of 3 in-office days per week. Candidates must reside in the Kansas City Metro area to be considered. The current schedule is Monday through Wednesday in office from 7:00 a.m. to 4:00 p.m., and Thursday and Friday remote from 8:00 a.m. to 5:00 p.m. The position also includes rotating on-call hours in the mornings and evenings, following a schedule of one week on and two weeks off. Please note that all schedules are subject to change depending on the ongoing needs of the business.
