Service Desk Technician

Kforce has a client that is looking for a Service Desk Technician for a 100% onsite in Lenexa, KS for a 6-month contract to hire opportunity., * Field incoming support requests via phone and ServiceNow ITSM; Triage, prioritize, troubleshoot, and resolve Tier 1/Tier 2 incidents and requests

• Maintain excellent records of work completed, including troubleshooting steps, tests performed, and final outcomes; Ensure tickets meet internal documentation standards
• Engage and update assigned tickets within internal SLAs; Communicate status and next steps clearly to customers
• Escalate advanced issues to appropriate support teams/resolver groups, providing clear handoff notes and relevant evidence
• Support device, identity, and collaboration tooling per environment standards, including Windows, Microsoft 365, Entra ID or Azure AD, Teams, VPN, and mobile devices
• Assist with access provisioning, password and account issues, onboarding and offboarding tasks, and basic endpoint troubleshooting
• Create and maintain knowledge articles, standard work instructions, and user-facing self-help content; Produce written knowledge articles in ServiceNow Knowledge
• Learn and progressively apply Copilot Studio or an equivalent platform to help maintain and improve end-user self-service, including updating knowledge sources, refining prompts and topics, and reviewing analytics, with guidance and training
• Help identify high-volume or repetitive tickets and contribute ideas for improving self-service and deflection through knowledge articles, guided steps, light automation, and AI-assisted experiences where appropriate
• Manage, execute, and document project work as assigned; Contribute to continuous improvement initiatives
• Track and report service desk trends such as top ticket drivers, repeat issues, and knowledge gaps, and recommend improvements to processes, documentation, and self-service, including AI-enabled improvements as they mature

• 1-2 years of experience working with support requests in an IT service desk or desktop support environment, or equivalent education and certifications
• Exceptional customer service skills with strong written and verbal communication
• Foundational understanding of Microsoft 365, including Office applications, and Windows operating systems
• Foundational understanding of networking concepts, protocols, and equipment
• Basic understanding of identity and access concepts, including Active Directory or Entra ID fundamentals and the server-client relationship
• Basic hardware and software troubleshooting ability, including validating resolutions through appropriate testing
• Basic experience supporting and configuring mobile devices
• Ability to document work completed in a coherent and professional manner and write clear technical documentation for non-technical audiences
• Demonstrated, practical use of AI tools such as Microsoft Copilot, ChatGPT, or similar to improve productivity and quality of support work across troubleshooting, documentation, and communications, along with willingness to learn additional tools and apply them responsibly

Preferred Requirements:

• Experience supporting, configuring, or contributing to copilots in Microsoft Copilot Studio by working with knowledge sources, generative answers, topic tuning, and analytics, and strong interest in learning quickly
• Exposure to Power Platform, including Power Automate, and interest in integrating light workflows and automation into support and self-service experiences
• Understanding of ITIL concepts for incident, problem, and change management, along with common service desk metrics
• Basic understanding of security and privacy considerations for AI, including data classification, least privilege, and safe knowledge sourcing
• Relevant certifications are a plus, such as ITIL Foundation, CompTIA A+ or Network+, Microsoft Power Platform Fundamentals, and Microsoft 365 Fundamentals

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce’s sole discretion unless and until paid and may be modified in its discretion consistent with the law.