Service Desk Technician

Advantage Technical - Olathe, KS

Full-time - Entry Level

Olathe, KS

Administrative and Support Services

About the position

The Service Desk Technician role at Advantage Tech involves providing high-level customer service and technical support to employees regarding various IT issues. The technician will assist with computer replacements, troubleshoot technical problems, and ensure effective communication with users to resolve their inquiries efficiently.

Responsibilities

• Provide proactive customer service to employees on technical support issues.
• Respond to telephone calls, emails, and chat inquiries as the first level of assistance.
• Open and close work orders using IT Service Desk software for each call received.
• Escalate unresolved problems and requests to ensure positive resolution.
• Conduct research on simple issues and escalate more complex issues as necessary.
• Create, modify, and delete user accounts according to company policy.
• Guide end users through troubleshooting procedures to restore technical service.
• Re-image workstations and laptops when required using current image software.
• Document user issues, troubleshooting steps, test results, and resolutions accurately.
• Maintain proficiency in hardware, software, networking, and other technologies supported by the IT department.
• Participate in company technology projects as needed.
• Maintain accurate records of hours spent on work orders and projects.
• Follow safety rules and report any safety issues to management.
• Maintain quality standards on all projects.

Requirements

• High school diploma or equivalent.
• Up to 1-year help desk related experience.
• Associate's degree in Information Systems or related field preferred.
• Experience with Microsoft operating systems used in the corporation.
• Experience with desktop and laptop hardware.
• Experience with Microsoft Office 365.
• Experience with Microsoft Teams.
• Experience with Microsoft Exchange.
• Knowledge of Client PC connectivity (Ethernet, TCP/IP, LAN/WAN, VPN).
• Knowledge of Active Directory.
• Knowledge of mobile devices (iOS, Android phones, tablets).
• Valid driver's license with acceptable violation history.

Nice-to-haves

• A+ certification