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# IT Technical Support Specialist II

- **Company:** Kansas City National Security Campus
- **Location:** Overland Park, KS, United States
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** Desktop Computing, Issue Tracking Systems, System Software, Information Technology
- **Published:** November 2, 2026
- **Apply:** https://www.juju.com/job/1_9586805B53F64D3D9CB6A386FE50B268-KS13707148

## About the Role

Coordinates assistance from others for highly complex technical support areas. - Assists in training activities required for various capabilities in support of business and customer needs. ## **You Must Have** - High School diploma - 2 or more years of related information technology experience - Ability to travel up to 5% of the time - United States Citizenship - Ability to work on-site as directed by management and as determined by the needs of the business - Regular and reliable attendance is an essential function of this job - Ability to obtain and maintain a U.S. Department of Energy (DOE) security clearance (some positions require additional DOE designations) ## **We Value** - Associates degree in computer-related field or equivalent IT work experience. - Demonstrated experience using ServiceNows ticketing system in a medium to large size company. - General knowledge of desktop computer systems. - Intermediate skills for identifying and resolving technical
problems. - Skill in using operating system software, companion software and utilities. - Effective communication skills, interpersonal and customer-service skills. - Some positions within this classification may require unique computer skills.

## Description

This job was posted by https://www.kansasworks.com : For more information, please see: https://www.kansasworks.com/jobs/13707148 ## **Duties and Responsibilities** - Handle escalated tickets from Tier 1. - Performs customer support, training, and troubleshooting activities for various IT services. - Interacts with customers, troubleshoots, and resolves problems related to hardware, software and/or process to the customers\' satisfaction via phone, chat, email or in-person. - Escalates issues that require more detailed analysis to more experienced personnel. - Receives and records customer inquiries regarding IT-related problems and/or services.
Notifies customers when problems have been resolved and logs closure entries. - Assists in evaluating and making recommendations regarding hardware, software, processes, and services that will improve overall IT support for customers. - Performs Asset Management activities that identify and labelling new IT assets, request to purchase new IT assets, and documentation associated with IT Asset Management tools or systems. - May perform periodic audits with both internal and external auditors. - Completes customer support tasks and assignments given by more senior personnel.