Help Desk Specialist - Wichita, KS

About the position

We are looking for IT professionals with an entrepreneurial drive to support our clients and contribute to a fast-paced team as the company grows. Our Help Desk Specialists are proficient in server deployment, networking, and firewall management; and have experience with support software and security tools. Help Desk Specialists provide remote support for clients and end-users by communicating with affected parties during problem management, both online and in person. This position will be on-site, physically in the Wichita, KS Adams Brown Technology Specialists Office. FLSA Status: Non-exempt.

Responsibilities

• Provides remote desktop, laptop, server, and network problem management and support services to clients and end-users through phone, chat, email, and ticketing systems
• Identify, document, and prioritize service requests. Troubleshoot and resolve client technical issues and escalate when needed
• Facilitate the restoration of normal service operations while minimizing impact to the end-user
• Using the knowledge of software tools to perform day-to-day functions and troubleshooting
• Handle remote service tickets on a day-to-day basis

Requirements

• Client service oriented and positive participating team member
• Help desk or customer service skills, preferably with an MSP
• Ability to maintain confidentiality of the company and client information
• Excellent written and verbal communication skills required
• Ability to document and follow established company procedures
• Understanding of hardware, software, security tools, and concepts
• Experience and knowledge of troubleshooting applications such as Microsoft 365, Adobe Acrobat, etc.
• Experience using a Ticketing system/ RMM Tool and PSA software (Specifically Connectwise Automate and Manage)
• Experience providing support via remote tools
• IT Glue experience preferred
• WatchGuard/Firewall experience preferred
• StorageCraft, Datto backups experience preferred
• Ability to work autonomously both swiftly and effectively
• Ability to organize and prioritize tasks
• Reliable transportation to and from work

Nice-to-haves

• IT Glue experience preferred
• WatchGuard/Firewall experience preferred
• StorageCraft, Datto backups experience preferred

Benefits

• Flexible work environment
• Substantial paid-time-off
• Comprehensive benefit package
• Competitive pay structure
• Culture of growth, clarity, and respect