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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Service Desk Technician II - **Company:** Henderson Engineers, Inc. - **Location:** Lenexa, KS, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Software Applications, JIRA, Computer Networks, Desktop Computing, Identity and Access Management, Software Engineering, Wireless Networks, Enterprise Software Applications, Peripherals, Information Technology, Laptops, Servicenow - **Published:** October 2, 2026 - **Apply:** https://diversityjobs.com/main/sendform/8/8/28176/1/18494857?backUrl=%2Fcareer%2F18494857%2FService-Desk-Technician-Ii-Kansas-Lenexa ## About the Role * High school diploma or equivalent required. Associate's or bachelor's degree in information technology or related field preferred. * 2 or more years of experience in a service desk or technical support role, or 4 or more years without an associate's degree required. * Technical certifications (e.g., CompTIA A+, Network+) preferred. * Strong knowledge of Microsoft 365, Windows OS, and enterprise software tools. * Experience with A/V systems, mobile device management, and access control systems. * Experience with ITSM tools (e.g., ServiceNow, HALO, Jira Service Management). * Experience supporting Microsoft Windows-based computers (laptops, desktops, peripherals) and basic network hardware in a work environment. Understanding of ITIL practices and service management frameworks. * Strong understanding of IT networking concepts, including office/home connectivity troubleshooting over wired/wireless networks. * Some experience supporting Apple/Mac or iOS devices is preferred. * Excellent communication, documentation, and mentoring skills. * Ability to work independently and collaboratively in a fast-paced environment. * Ability to prioritize tasks and manage time effectively. * Demonstrates professionalism, reliability and integrity with respect to job requirements, exhibiting effective written and verbal communication skills. * Must demonstrate proficiency in all core competencies as described and characterized in this job description. Physical & Other Requirements * Other duties as assigned * Provide coverage for early (7am) and late (6pm) shifts as needed to ensure coast to coast coverage * Availability after hours to address emergencies, outages and break-fixes * Availability to participate in occasional service desk maintenance windows occurring outside normal working hours * Occasional transportation of IT equipment (less than 50 pounds) * Occasional physical activity including ascending / descending ladders, positioning self under desks, working in IT closets, etc. * May occasionally travel to national offices (2-4 times/year) * Ability to read, write and communicate in English ## Description The Service Desk Technician II provides advanced technical support and guidance to end-users, while also serving as an escalation point for Tier 1 issues. This role is responsible for triaging tickets and service requests, managing specialized software and systems, and contributing to IT projects and documentation. They demonstrate strong problem-solving skills, technical expertise, detail orientation, eagerness to grow, and a commitment to delivering exceptional client service., Client Service * Respond to and resolve Service Desk tickets in a timely and professional manner, while providing a high-quality, consistent service experience within the defined Service Level Agreement (SLA). * Provide high-quality support for employee changes, program access, and intranet-related issues. * Assist with physical access security system and locator map updates. * Deliver training to end-users on systems, tools, and best practices. * Mentor Tier 1 technicians and support their development through knowledge sharing. Technical Support * Triage and prioritize incoming service desk tickets, escalating as needed. * Troubleshoot and resolve issues related to Microsoft 365, account access, and file restores. * Support A/V systems and resolve complex hardware/software issues. * Manage iPad fleet, including configuration, deployment, and troubleshooting. * Provide support for engineering and specialized software applications. * Assist with file share permissions and access management. * Responsible for processing employee changes (new hires, moves, terminations) while maintaining accurate records and adhering to strict timelines. * Adhere to established IT policies, procedures, and standards, and actively works to improve processes. Asset Management * Maintain accurate inventory of IT assets, including laptops, desktops, and peripherals. * Process RMAs (Return Merchandise Authorizations) for defective equipment. * Coordinate and execute device upgrades and replacements. * Participate in software vetting and compatibility assessments. * Maintain oversight of hardware and software inventory related to Tier 2 responsibilities. Technical Writing * Handle access changes and account issues beyond Tier 1 scope. * Support EOR (End of Record) and GlobalSign certificate management. * Participate in IT projects, contributing technical insight and implementation support. * Maintain and update documentation, including the Service Desk Guide and KB articles. Core Competencies Communication * Keeps others informed, conveying information clearly and with an appropriate level of detail. * Listens attentively to others and takes an interest in what they have to say. * Responds openly to others encouraging honest, productive communication. Integrity * Demonstrates consideration for the opinions, perspectives, and experiences of others. * Takes responsibility for personal actions and delivers on commitments. * Aims to understand how actions impact others. Quality Orientation * Takes steps to ensure work is done correctly. * Delivers on client expectations. * Strives to follow policies and procedures. Teamwork/Inclusion * Shares time, effort, and consideration with others. * Gets curious, takes interest and learns from the diversity of others. * Shows enthusiasm for team goals. Continuous Learning * Views mistakes and change as a growth opportunity. * Recognizes gaps in personal knowledge and enthusiastically pursues opportunities to learn something new. * Engages others when tackling an unfamiliar task or responsibility. Functional/Technical Expertise * Recognizes routine problems and identifies solutions. * Keeps up with industry and/or discipline standards. * Maintains best practice throughout all job functions.