Desktop Support Technician

On-site desktop support role in Kansas City, Missouri, focused on configuring, deploying, and supporting end-user devices and related IT assets.

Responsibilities

• Configure, install, and support desktop and laptop computers, handheld devices, monitors, portable storage devices, and other peripherals.
• Provide enhanced desktop and end-user support for VIP customers.
• Maintain a professional demeanor and deliver consistent, high-quality customer service, demonstrating a strong work ethic and teamwork.
• Deliver dependable support to clients and colleagues in person, by phone, in written communications, and via video.
• Work effectively under pressure to meet deadlines with calm and poise.
• Relocate IT equipment including desktops, monitors, portable storage devices, and other peripherals as needed.
• Configure IT devices for secure operation, including installing security software, applying software updates, and other required configurations.
• Connect and configure IT devices to operate on computer networks.
• Diagnose hardware and software failures, communicate remediation plans to users, and provide timely status updates.
• Provide software support for users, covering basic to advanced operations and general use of computers and peripherals.
• Support desktop maintenance, including inventory management and software distribution, and security maintenance such as virus updates and patch management.
• Conduct virtual assistance sessions using Windows Remote Assistance and Apple Remote Desktop.
• Develop end-user documentation and instructions.
• Contribute to Desktop Support SOPs and Training manuals to keep knowledge base up to date.
• Support disaster recovery efforts and adapt to various situations, clients, and tools.
• Utilize an IT ticket system to receive, track, and close trouble tickets, assigning actions to technical staff as needed.
• Track the movement of IT assets (laptops, desktops, printers, etc.) within the designated database within agreed timelines.
• Maintain regular communication with other support tiers and Management staff.
• Participate in troubleshooting with a focus on root-cause identification.

Requirements

• Ability to obtain and maintain a 6C Public Trust security clearance.
• Six or more years of technical support experience or a bachelor’s degree in a technical discipline with at least three years of technical support experience; experience covers current desktop and laptop computers and operating systems such as Windows 11, Mac OS 15, and Microsoft Office suite.
• Experience using a ticketing system, preferably ServiceNow.
• Strong customer service and equipment support skills.
• Strong written and oral communication abilities.
• ITIL Foundations certification or ability to obtain certification within six months.

Technologies

• ServiceNow
• Windows Remote Assistance
• Apple Remote Desktop
• Windows 11
• Mac OS 15
• Microsoft Office suite

Benefits

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Job Type

• Full-time

Pay

• $55,000 - $62,000 per year

Location

• Kansas City, Missouri (onsite)

Education

• Bachelor's degree in a technical discipline
• High school or equivalent (Preferred)

Experience (Preferred)

• Customer support: 1 year (Preferred)
• Windows: 1 year (Preferred)
• iOS: 1 year (Preferred)