Service Desk Agent

Tier-1 Service Desk Agent Role Summary Provide direct hands-on and remote IT support for internal employees across multiple business locations. This position serves as a primary point of contact for technical issues, balancing phone support, remote troubleshooting, and in-person deskside assistance. The focus is on delivering high-quality customer service while resolving hardware, software, and basic network issues, or escalating complex tickets to higher-tier engineering teams. Logistics & Employment Details Position Type: Contract-to-Hire (6-Month Duration) Work Location: 100% On-site (Kansas City, MO) Work Schedule: Monday Friday Work Authorization: Core Responsibilities Deliver Customer Support: Assist internal end-users via phone, remote desktop sessions, and in-person deskside visits with a strong focus on clear communication and service. Troubleshoot Workstations: Diagnose and resolve hardware, operating system, and application issues on Windows 10 devices. Image & Deploy Devices: Prepare, image, configure, and deploy desktop and laptop hardware for new and existing employees. Configure Applications: Set up and troubleshoot Microsoft Office / Office 365 applications for end-users. Triage & Escalation: Manage incoming requests in the ticketing system, perform initial troubleshooting, and route unresolved issues to appropriate tier-2/tier-3 tech teams or system engineers. Support Network Access: Identify basic network connectivity issues involving local workstation equipment and protocols. Required Experience Service Desk / Help Desk Experience: At least 1 year of hands-on technical support experience resolving hardware and software issues for workstation users. Windows Support: Direct experience supporting and troubleshooting Windows 10 operating systems. Ticketing Systems: Practical experience managing, tracking, and triaging issues within an enterprise ticketing system (ServiceNow preferred). Microsoft 365 Setup: Hands-on experience configuring and troubleshooting Microsoft Office / O365 applications. Communication Skills: Demonstrated strong interpersonal communication and customer service orientation. Preferred Experience Elevated Knowledge: Basic Tier-2 level troubleshooting concepts or a strong desire to expand technical depth. Networking Knowledge: Understanding of fundamental networking protocols and local hardware setups.bfb3568a-762b-4989-884b-a9682aa104ca