Job Description
Join our award-winning IT team as a Senior Help Desk Specialist in Kansas City! We're seeking a tech-savvy professional to deliver exceptional user support while driving innovation in our enterprise environment. Enjoy competitive compensation, flexible remote options, and growth opportunities in a culture that values your expertise. Apply today to become a key player in our digital transformation journey!
Responsibilities
- Provide Tier 2-3 technical support for 500+ employees across Windows/macOS environments
- Resolve complex hardware/software issues including VPN, printers, and SaaS applications
- Document solutions in ServiceNow and contribute to knowledge base improvements
- Collaborate with network/security teams on incident escalation procedures
- Train staff on new technologies and security best practices
- Monitor ticket queues with 95% SLA adherence and 15-minute first-response time
- Proactively identify system inefficiencies and implement automation solutions
Qualifications
- 3+ years enterprise help desk experience with Active Directory administration
- CompTIA A+/Network+ certification or equivalent technical expertise
- Proficiency in Jira/Servicenow ticketing systems and PowerShell scripting
- Strong diagnostic skills for hardware troubleshooting and OS-level issues
- Excellent communication abilities with non-technical stakeholders
- Experience with remote support tools (TeamViewer, AnyDesk)
- Ability to work rotating on-call shifts (1 week/month)
- CCNA certification preferred