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Level 1 helpdesk

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Minnesota Lake, United States C4 Technical Services Full time

Technical Helpdesk Specialist Location: Lenexa, KS The Service Desk Consultant I role is to ensure proper computer operation so that end-users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user Service Desk requests. Support will be provided onsite, remotely, over the phone, or via email. Problem resolution involves the use of a Ticketing system to prioritize, document and resolve requests Strategy & Planning Manage and prioritize assigned requests to ensure timely resolution per established Service Level Objectives (SLOs) Escalate tickets to Tier II support if a request cannot be resolved at the Tier I level. Operational Management Field incoming requests from end-users via phone, e-mail and in person in a courteous, professional manner. Prioritize and schedule requests for resolution. Escalate issues to Tier II support as needed. Resolve issues at the desktop level, including installing and upgrading software, installing hardware and configuring systems and applications. Record, track, and document the Service Desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken, through final resolution. Test fixes to ensure problem has been adequately resolved. Perform post-resolution follow-ups to Service Desk requests. Meet all Service Level Objectives (SLOs). Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals. Formal Education & Certification Certifications: MCP, A+, Network+, Security+ (preferred but not required). Knowledge & Experience Basic knowledge of computer hardware including laptops, desktops, printers and handheld scanners. Experience with Microsoft Windows operating systems. Application support experience with Microsoft Office. Exceptional written and oral communication skills. Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills. Personal Attributes Ability to conduct research on a wide range of computing issues as required. Ability to absorb and retain information quickly. Ability to present ideas in user-friendly language. Highly self-motivated and directed. Keen attention to detail. Proven analytical and problem-solving abilities. Ability to effectively prioritize and execute tasks in a high-pressure environment. Exceptional customer service orientation. Experience working in a team-oriented, collaborative environment. Work Conditions Occasional evening and weekend support required. Sitting for extended periods of time. Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components. Lifting and transporting of moderately heavy objects, such as computers and peripherals up to 25 lbs. Some travel may be required for the purpose of offsite user support.