Help Desk Specialist

Please Note: This position will be mostly remote, but training in the office for the first 5-6 weeks and you may need to come into the office occasionally; candidates must be in the Kansas City area.

Responsibilities Provide first-level technical support for computer software and hardware products and services. Respond to and diagnose problems through discussions with users including problem recognition, research, isolation, and resolution steps. Resolve basic to moderately complex problems while referring more complex problems to senior level technicians. Assist users who inquire how to use specific software, email, or operating systems. Proactively use existing processes and tools (i.e., Problem Management, Database, and Help Desk Systems) to support office staff and equipment. Handle calls and tickets as the primary duty; may be asked to help with projects. Troubleshoot, repair, and deploy Windows 7/10, as well as some Apple products. Troubleshoot mobile devices (iPhone/iPad and Android). Troubleshoot network printer and multifunction devices. Troubleshoot Microsoft Office. Work daily with internal customers via phone and email, as well as occasional walk-ups. Accurately record all work and troubleshooting steps on tickets in the ServiceNow Ticketing System. Maintain a positive, professional attitude always. Requirements 1-2 years of experience in a Microsoft Windows environment, handling Level-1 calls for desktop and laptop break/fix support. Experience using and troubleshooting Microsoft Office (O365). Experience using ticketing systems (ServiceNow preferred). Experience managing and troubleshooting Windows 7/10 workstations. Proficiency in managing and troubleshooting Microsoft desktop operating systems. Demonstrated superior customer service skills.. Ability to document technical processes clearly. Working knowledge of Active Directory users and computers. Working knowledge of mobile devices including Android, iPhone, iPad, and Mac computers. Report this job Dice Id: tricom Position Id: 10129-H