Job Title

Title: Helpdesk Tier 1Duration: 6 month contract to hire (will be 100% FTE)Location: Onsite in Overland Park, KSPay Rate: 20/hrResponsibilities:Technical Support: Provide second-level technical support to end-users via phone, email, or in-person.Issue Resolution: Troubleshoot and resolve hardware, software, and network issues promptly to minimize downtime and ensure operational efficiency.Ticket Management: Manage service desk tickets, ensuring timely resolution and accurate documentation of all support activities.Escalation Handling: Escalate complex issues to appropriate teams or vendors, following escalation procedures as necessary.User Training: Assist end-users in understanding and utilizing IT systems, applications, and tools effectively.Continuous Improvement: Identify recurring issues and contribute to the development of solutions or workarounds to improve overall service quality.Documentation: Maintain accurate documentation of support processes, procedures, and solutions for knowledge sharing and future reference.Compliance: Adhere to company policies, procedures, and industry regulations related to IT service delivery and data security.Requirements:Experience: Minimum of 2-4 years of experience in a similar role, preferably in a corporate IT environment or IT service provider.Technical Skills:Proficiency in troubleshooting Windows and Mac operating systems.Knowledge of Active Directory, Entra (Azure), Microsoft Office Suite, and other common business applications.Demonstrated awareness of cybersecurity best practices, and familiarity with authentication and MFA capabilitiesFamiliarity with remote desktop support tools and ticketing systems.Certifications: Relevant certifications such as CompTIA A+, Network+, ITIL Foundation, or HDI Service Center Analyst are preferred but not preferred.Communication Skills: Excellent verbal and written communication skills, with the ability to convey technical information clearly and concisely to non-technical users.Problem-Solving Abilities: Strong analytical and problem-solving skills, with the ability to diagnose and resolve technical issues independently or collaboratively.Customer Focus: Customer-oriented mindset with a commitment to delivering high-quality service and support to end-users.Adaptability: Ability to work effectively in a fast-paced environment, prioritize tasks, and adapt to changing priorities and technologies.Education: Bachelor's degree in Information Technology, Computer Science, or a related field is preferred but not required.Geo: Frisco and Overland Park, on-siteContractBenefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law