IT Tier 1 Helpdesk Technician

Job Description

We have a position for a IT Tier 1 Helpdesk Technician with one of our clients in Kansas City, MO for an initial contract duration of 5 months. No third party candidates considered for this position.

Become part of the greater Client IT Support organization as a member of the Tier I IT Support Team.

• Work on Client employee IT tickets at a Tier I level to ensure timely resolution or escalation.
• Ensure all IT tickets are worked or routed appropriately as defined by the team guild lines.
• Maintain concise documentation for tickets, knowledgebase articles, etc., across multiple systems as needed.
• Must consistently provide a positive customer service experience whether in-person, teams messaging or telephone calls with Client employees. 
• Have excellent customer service skills.
• Highly skilled in time management often handling multiple tickets, emails, IMs and in-person interactions.
• Should be able to blend in and adapt to a relatively ever-shifting corporate IT landscape.
• Take a proactive approach to problem solving with minimal business impact or direction from IT Leadership.
• Work in the KC MO office to help resolve in-person technical issues or other IT related issues outside of the ticket system.
• Handle all other duties as requested by their manager.

 60% - Work on and resolve Tier I level tickets within the ServiceNow ticketing platform. Help escalate IT Support tickets as needed or help reroute tickets to other applicable departments as needed.

30% - Help maintain documentation for all user facing materials, such as ticket updates, knowledgebase articles, and other IT Support related materials.

10% - Other duties as assigned by the manager within the job summary. Additional Information/Requirements:

5 or more years of experience

• Must have excellent customer service skills in an IT technical setting.
• Must be knowledgeable in all Microsoft products and Dell computer systems.
• Experienced in working with people face-to-face or over the phone and find enjoyment in it.
• Experience in working in a fast-paced IT environment and have a willingness to be flexible when things don’t go to plan.
• Must be able to work well with others within a IT team setting.