Kansas Works Veterans Jobs

This job was posted by https://www.kansasworks.com : For more information, please see: https://www.kansasworks.com/jobs/12890375

Deliver a first-class solution-based IT experience to clients by providing exceptional first responder customer service. Will be responsible for ensuring approved tasks and checklist are completed and that systems are running optimally and without interruption.

Responsibilities and Duties

• Support client users ability to use IT systems and equipment to perform their duties efficiently. IT Systems include hardware, software, cloud platforms, network connectivity, security, software, licensing, configuration, and any other facet of user endpoints.
• Troubleshoot and resolve technical issues around any user endpoint.
• Work requests and incidents for Managed Service Clients via phone, email, remote support, and on-site visits, and use a ticketing system to ensure tasks are completed and solutions documented while ensuring proper prioritization to ensure SLA and other guarantees are met.
• Complete scheduled audits and checklist to assist with proactive maintenance of customers and internal tools.
• Update internal knowledge bases with detailed information as new or updated tasks and processes occur.
• Maintain Windows desktops, and Office applications, including resolution of issues concerning network connectivity, desktop operating systems, security, and other applications.
• Image, deploy and ship equipment to users and assist them in setup, configuration and connectivity.
• Identify and redirect or escalate situations requiring urgent attention to appropriate resources to ensure timely resolution and customer satisfaction.
• Use inventory and endpoint management systems to manage and report on IT systems including hardware and software inventories, Anti-Virus/Anti-Malware systems, remote support, configuration and communication tools.
• Keep systems up to date and secure with current OS updates, 3^rd^ party software versions and configuration to maintain a sound IT environment.
• Ensure software licensing rules are followed.

Position Requirements

• Customer service and support oriented with strong writing and verbal communication skills.
• Background or training in at least one facet of IT.
• The ability to solve IT related issues for users, which includes knowing available tools, the ability to listen, ask questions and work directly with non-technical users to answer questions, diagnose and resolve issues remotely, via phone, e-mail or in person.
• The ability to follow detailed instructions with minimum supervision.
• Ability to effectively use ticketing systems, monitoring, and remote computer management software.
• Experience in troubleshooting and resolving issues related to IT Support; PC hardware, Windows OS, 3rd party applications and basic network troubleshooting.
• Knowledge of Microsoft Windows and Office 365.
• Experience in the use of Microsoft Active Directory, 3rd party software deployments and patching, Microsoft Updates, VPN, AntiVirus, and remote PC management.
• Basic understanding of Networking connectivity, DHCP, DNS and IT security.
• Must be able to work well under pressure and deadlines and handle complex customer situations.
• Travels to and from customer sites as needed.
• Must have current vehicle insurance and a valid drivers license.
• The ability to acquire and maintain specific certifications.
• Ability to work both independently and with a team.
• Occasional after hours/holiday support may be required on an as-needed basis.

Preferred Skills and Experience

• IT Certification CompTIA (A+, Network+, Server+, Security+), Microsoft Certifications
• IT hardware and software troubleshooting expe ience.