IT Support Specialist (Overland Park)

We are seeking an IT Support Specialist (Tier 2) to join a high-volume support team within a fast-paced corporate environment. This role will focus on resolving escalated technical issues that are not captured by Tier 1 support or automation, while delivering an exceptional customer experience. This is an opportunity for candidates looking to grow their career in IT, with strong training, exposure to enterprise tools, and long-term potential for conversion., · Provide Tier 2 technical support primarily via phone support (with some chat support) · Troubleshoot issues related to virtual desktop access, internal platforms, and user-facing systems · Support retail hardware devices (mobility tools used for sales and inventory operations) · Assist with access-related requests, including MFA enrollment and troubleshooting as well as user access issues and role-based permissions · Triage and resolve issues escalated from Tier 1 or automation tools · Accurately document all interactions and maintain ticketing compliance within ServiceNow · Collaborate with cross-functional teams to resolve complex or recurring technical issues · Leverage internal knowledge bases and AI tools to identify solutions and improve efficiency · High-volume environment (~700-800 contacts/day on weekdays)

· 0-2 years of experience in IT support, service desk, or customer-facing technical role