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Full-time 1 hour ago Full Job Description The Technical Support Specialist (TIER 1) role reports to the IT Manager. This role provides technical assistance for local and remote users in a Helpdesk environment and includes an eight-hour shift scheduled between 8:00 am and 5:00 pm CT; candidates must be flexible for occasional work outside of these hours. This role will work out of our Overland Park, KS office. ESSENTIAL DUTIES AND RESPONSIBILITIES: Provide telephone, remote and desk-side support for systems, applications, hardware, and other client incidents and requests by following defined steps, and where necessary creating new processes for rectifying incidents. Assign support tickets to second and third-tier support teams. Document all actions and solutions within call tracking system and update technical details within operational procedures as appropriate. Ensure client satisfaction, including taking ownership of open tickets and ensuring incidents are fully resolved or re-assigned to next level for assistance. Perform user account management across the enterprise when required, including account creation for some systems, password resets, access provisioning, and disabling user accounts when requested. Identify and escalate production-critical issues to appropriate IT groups. Other duties as assigned Desktop and other equipment support Perform remote application installations, upgrades, and support and maintenance activities as defined in process documentation. Perform access provisioning and support for mobile devices Support network printers and multi-function devices (copier/printer/scanners) Perform other equipment support (may include projectors, conference phones, video conferencing, phone systems) Administration Create and update technical support documentation for IT support staff and How-To guides for end-users. Document and share knowledge among the IT team on all implemented solutions as well as improvements and enhancements. Perform daily activity reporting (operations, backups, and daily summaries). QUALIFICATIONS: Education – IT related Degree or Diploma or 2 or more years experience in a technical support role Experience – Customer service or help desk service preferred. Language Skills Fluency in English required. Professional phone manner. Relationship/Communication Skills – Superior oral and written communication and presentation skills; strong ability to develop and sustain cooperative working relationships, ability to exercise confidentiality, excellent telephone manner, strong customer service skills. Organizational/Multi-Task Skills – Ability to allocate one’s time effectively, work under pressure and manage tight deadlines; ability to handle multiple demands and competing priorities and adapt to new ideas and constant changes. Computer Skills Proficient typing skills, A+ certification. Microsoft Office Specialist and mobile device knowledge will be considered assets. Abilities: Requires the ability to independently perform all of the duties of the position efficiently and effectively. Must be able to install, configure, troubleshoot and maintain all of the software applications and peripheral equipment used in the organization. Must have strong communication and training skills and be able to communicate technical information to non-technical users. Job Type: Full-time Pay: $45,000.00 – $50,000.00 per year Benefits: 401(k) 401(k) matching Dental insurance Employee assistance program Employee discount Flexible schedule Flexible spending account Health insurance Health savings account Life insurance Paid time off Referral program Retirement plan Vision insurance Schedule: 8 hour shift Education: Associate (Required) Experience: Technical Support: 2 years (Required) Desktop support: 2 years (Required) Support Ticket: 2 years (Preferred) Work Location: One location