IT Help Desk

Wachter, Inc. is hiring an IT Help Desk professional to support internal employees through both on-site and remote help. This role is based in Lenexa, KS and operates in a hybrid work setup, combining hands-on device support with identity, device administration, and ticket resolution.

You will troubleshoot and resolve hardware and software issues across Windows, macOS, and Linux, help users with Microsoft 365 applications, and manage accounts and devices in Microsoft Entra ID and Intune. The position also includes support for approved AI tools used in everyday work, alongside maintaining accurate IT asset and support records.

What you will be doing

• Provide on-site and remote IT support for internal employee PCs, Macs, printers, mobile phones, and other office devices.
• Troubleshoot and resolve hardware and software issues efficiently on Windows, Mac, and Linux platforms.
• Assist users with cloud-based and locally installed applications, including Microsoft 365 applications.
• Perform day-to-day identity and device administration in Microsoft Entra ID and Intune, including:
  • Account and group management
  • MFA and password resets
  • License assignment
  • Device enrollment
  • Compliance
• Support employees in using approved AI tools such as Claude and Microsoft Copilot, including access provisioning, basic troubleshooting, and guidance on applying these tools to everyday work.
• Manage the ticket queue and resolve service tickets in a timely manner.
• Collaborate with the larger IT team and stakeholders for escalations and issue resolution.
• Ensure IT policies and best practices are followed.
• Perform routine maintenance and updates on IT equipment.
• Maintain accurate records of IT assets and support activities.

Requirements

• Proven experience in IT support, preferably in a corporate environment.
• Strong knowledge of Windows, macOS, and Linux.
• Proficiency with installing Microsoft 365 applications and troubleshooting.
• Working knowledge of Microsoft Entra ID (Azure AD) and the Microsoft cloud ecosystem; experience with Intune or Azure administration is a plus.
• Experience with printers, mobile phones, and other office technology.
• Familiarity with IT ticketing systems (ServiceNow experience is a plus).
• Hands-on experience with AI assistants such as Claude or Microsoft Copilot is a plus; exposure to Copilot Studio, agent building, or automation is a strong plus.
• Excellent problem-solving skills and ability to work independently.
• Strong communication skills and a customer service orientation.
• Ability to occasionally lift up to 50 pounds.
• Occasional after-hours / on-call work may be required.
• Industry standard certifications are a plus (CompTIA, Microsoft, Cisco, etc.).

Technologies

• Windows
• Mac
• Linux
• Microsoft 365 applications
• Microsoft Entra ID (Azure AD)
• Microsoft cloud ecosystem
• Intune
• ServiceNow
• Claude
• Microsoft Copilot
• Copilot Studio
• Agent building
• Automation
• MFA

Compensation

USD 55,000 - 80,000 per year

Benefits

• Medical, Dental, Prescription & Vision Benefits
• Life, AD&D, and LTD insurance
• Paid Vacation and Holidays
• Company-Matched 401(k) and IRA Retirement Savings