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# Tier-1 Service Desk Agent

- **Company:** TriCom Technical Services
- **Location:** Kansas City, MO, United States
- **Contract:** Temporary contract
- **Skills:** Microsoft Windows, Access Network, Issue Tracking Systems, Microsoft Office, Network Protocols, Remote Desktop Services, Software Engineering, Windows Desktop, Computer Network Technologies, Office365, Servicenow
- **Published:** August 4, 2026
- **Apply:** https://www.dice.com/job-detail/bb060baa-47a1-4ada-b5e8-e166af097bcc

## About the Role

* 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.

## 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.


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