IT Technical Support Specialist II

The Kansas City National Security Campus is seeking an IT Technical Support Specialist II to support customers across multiple touch points, ensuring timely responses and helpful service. In this onsite role, you will troubleshoot IT issues, support and train users on IT services, and help keep IT operations running smoothly through ticket handling and asset management.

You will field escalated cases, document and close support requests, and route complex problems to more experienced personnel when additional analysis is required. The position also includes assisting with hardware, software, and process recommendations that improve the overall customer support experience.

Responsibilities

• Handle escalated tickets from Tier 1.
• Provide customer support, training, and troubleshooting for various IT services.
• Interact with customers and resolve issues related to hardware, software, and/or processes via phone, chat, email, or in-person.
• Escalate issues requiring more detailed analysis to experienced personnel.
• Receive and record IT-related customer inquiries, notify customers when resolutions are complete, and log closure entries.
• Assist in evaluating and recommending improvements to hardware, software, processes, and services for better IT support.
• Perform IT asset management, including identifying and labeling new IT assets, requesting purchases, and maintaining documentation tied to IT asset management tools or systems.
• May support periodic audits with internal and external auditors.
• Complete customer support tasks assigned by more senior personnel and coordinate support from others for highly complex technical areas.
• Assist with training activities aligned to business and customer support needs.

Requirements

• 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 based on business needs.
• Regular and reliable attendance is an essential function of the job.
• Ability to obtain and maintain a U.S. Department of Energy (DOE) security clearance (some roles may require additional DOE designations).

Technologies

• ServiceNow

What Kansas City National Security Campus is looking for

• Associates degree in a computer-related field or equivalent IT work experience.
• Demonstrated experience using ServiceNow ticketing in a medium to large organization.
• General knowledge of desktop computer systems.
• Intermediate skills for identifying and resolving technical problems.
• Ability to use operating system software, companion software, and utilities.
• Effective communication, interpersonal, and customer-service skills.
• Some positions may require unique computer skills.

Benefits

• Medical, dental, and vision insurance.
• Health Savings Account (HSA).
• Industry leading 401(k) match.
• Generous paid time off.
• Flexible work schedule.
• Tuition Reimbursement.
• Professional Certification & License Programs.
• Mission driven culture.

Job details

• Job ID: 5819
• Category: Information Technology
• Level of Experience: Not specified
• Location: Kansas City National Security Campus, 14520 Botts Road, Kansas City, MO, 64147
• Remote Eligibility: On-Site
• Travel Required: 0-10%
• Approved Work States: MO; KS
• Pay: Salary
• Division: A00
• Department: A51

NNSA security requirements (MedPED)

If you use a medical portable electronic device (MedPED), such as a pacemaker, defibrillator, drug-releasing pump, hearing aids, or diagnostic equipment that monitors body functions, you may be required to meet NNSA security requirements. If selected for an on-site interview, additional steps may be required before your interview date to ensure compliance. For reasonable accommodation to submit an application, contact [email protected].

Additional information

• This job description is not all-inclusive; additional duties may be assigned.
• DOE requires a pre-employment drug test and background review, including checks of references, credit, law enforcement records, and employment/education history.
• Employment offers are contingent on a federal background investigation.
• Applicants must obtain and maintain a DOE Q-level security clearance, which requires U.S. citizenship. Dual citizenship may affect clearance eligibility.
• Denial or loss of clearance may result from substance abuse, illegal drug use, falsified information, criminal activity, serious misconduct, or other indicators of untrustworthiness.
• Honeywell Aerospace is an equal opportunity employer.