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# Level-2 Onsite Help Desk Technician

- **Company:** TriCom Technical Services
- **Location:** Overland Park, KS, United States
- **Experience:** Experienced
- **Contract:** Contract
- **Skills:** Microsoft Windows, Microsoft Outlook, Configuration Management Databases, Configuration Management, Data Integrity, Dynamic Host Configuration Protocol, Domain Name System (DNS), Supervisory Control and Data Acquisition (SCADA), Windows Servers, Microsoft SharePoint, Software Deployment, TCP/IP, Virtual Local Area Networks, Peripherals, Microsoft InTune, Deployment Automation, GXP
- **Published:** October 15, 2026
- **Apply:** https://www.dice.com/job-detail/2e0dacec-53f6-4155-88d8-8a3261347b5f

## About the Role

* Microsoft 365: Strong hands-on support and administration of Exchange Online, Teams, OneDrive/SharePoint, and licensing.
 * Microsoft Intune: Hands-on device management, policy configuration, and app deployment.
 * Windows: Windows 10/11 and Windows Server support.
 * Networking: TCP/IP, DNS, DHCP, and VLAN troubleshooting.
 * Service Management: ITSM ticketing (Ivanti preferred) and ITIL processes.
 * Customer Service: Excellent communication with users at every level, including production, quality, management, and vendors.
 * Key Attributes:
 + Methodical and organized; stays calm and prioritizes well in urgent production situations;
 + Service-minded, self-directed, and responsive with a root-cause approach to problem solving.

Preferred

 * Experience supporting OT environments (SCADA, MES, PLCs) in pharmaceutical or regulated manufacturing.
 * Familiarity with GxP requirements and OT/industrial cybersecurity best practices.
 * Experience with Windows Autopilot and Entra ID.

## Description

Our client is seeking an onsite Level-2 technician to support end users and production systems. This role owns Microsoft 365 and Intune support, works tickets through to resolution, and is the go-to person for users who need a fast, clear, and courteous fix.
Responsibilities

 * Provide Level 1 and Level 2 support for Windows 10/11, Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), printers, and peripherals.
 * Manage devices in Microsoft Intune: enrollment, compliance and configuration policies, app deployment, and troubleshooting.
 * Handle user requests including account creation, access rights, software deployment, and workstation builds.
 * Work tickets in the ITSM tool (Ivanti) within SLA (P1-P4), keep users updated, and close with thorough resolution notes.
 * Escalate complex issues to Level 3 or vendors; add solutions to the knowledge base and flag recurring issues for root-cause fixes.
 * Maintain the site IT asset inventory (CMDB) and manage hardware from receiving and deployment through decommissioning.
 * Support OT systems on production lines (SCADA, MES, equipment workstations) in line with GxP and data integrity requirements.
 * Train users on IT tools and maintain user guides and procedures.