Tier-1 Service Desk Agent

TriCom Technical Services

Kansas City, MO, United States

about 1 month ago

Apply on www.dice.com

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Role details

Contract type

Temporary contract

Employment type

Full-time (> 32 hours)

Experience required

1 year minimum

Working hours

Regular working hours

Job source

www.dice.com

Tech stack

Microsoft Windows Access Network Issue Tracking Systems Microsoft Office Network Protocols Remote Desktop Services Software Engineering Windows Desktop Computer Network Technologies Office365 Servicenow

Job description

Provide direct hands-on and remote IT support for internal employees across multiple business locations. This position serves as a primary point of contact for technical issues, balancing phone support, remote troubleshooting, and in-person deskside assistance. The focus is on delivering high-quality customer service while resolving hardware, software, and basic network issues, or escalating complex tickets to higher-tier engineering teams., * Deliver Customer Support: Assist internal end-users via phone, remote desktop sessions, and in-person deskside visits with a strong focus on clear communication and service.

Troubleshoot Workstations: Diagnose and resolve hardware, operating system, and application issues on Windows 10 devices.
Image & Deploy Devices: Prepare, image, configure, and deploy desktop and laptop hardware for new and existing employees.
Configure Applications: Set up and troubleshoot Microsoft Office / Office 365 applications for end-users.
Triage & Escalation: Manage incoming requests in the ticketing system, perform initial troubleshooting, and route unresolved issues to appropriate tier-2/tier-3 tech teams or system engineers.
Support Network Access: Identify basic network connectivity issues involving local workstation equipment and protocols.

Requirements

Service Desk / Help Desk Experience: At least 1 year of hands-on technical support experience resolving hardware and software issues for workstation users.
Windows Support: Direct experience supporting and troubleshooting Windows 10 operating systems.
Ticketing Systems: Practical experience managing, tracking, and triaging issues within an enterprise ticketing system (ServiceNow preferred).
Microsoft 365 Setup: Hands-on experience configuring and troubleshooting Microsoft Office / O365 applications.
Communication Skills: Demonstrated strong interpersonal communication and customer service orientation.

Preferred Experience

Elevated Knowledge: Basic Tier-2 level troubleshooting concepts or a strong desire to expand technical depth.
Networking Knowledge: Understanding of fundamental networking protocols and local hardware setups.