Support Services Technician 3

Job Description

Job Description

We are looking for a Support Services Technician 3 to provide front-line technical assistance for employees experiencing hardware, software, and connectivity issues in Kansas City, Kansas. This Long-term Contract position is ideal for someone who enjoys resolving desktop support challenges, guiding users through technical issues, and maintaining a high standard of service. After an initial onsite training period of 4 to 6 weeks, the role will transition to a remote work arrangement.

Responsibilities:
• Deliver first-contact support for Windows PCs, Apple devices, and related software by identifying issues, troubleshooting effectively, and restoring functionality whenever possible.
• Document incidents, diagnostic steps, solutions, and follow-up actions thoroughly within the ticketing system to ensure accurate service records.
• Support end users with questions involving Microsoft 365 applications, email, operating systems, and general device usage in a clear and thorough manner.
• Troubleshoot network printers, multifunction devices, remote connectivity, and access to shared or mapped network drives.
• Manage routine Active Directory tasks such as password resets and updates to user or computer group membership.
• Escalate advanced or unresolved technical problems to higher-level technicians while providing complete background information for efficient handoff.
• Assist with the setup, deployment, and support of desktop and mobile computing equipment in accordance with established support procedures.
• Maintain a customer-focused approach in daily interactions while adapting to additional technical support duties as business needs require.• 1 to 2 years of experience providing break/fix support in a Microsoft Windows environment.
• Hands-on ability to support and troubleshoot Windows 10 workstations and Microsoft 365 applications.
• Familiarity with ticket management platforms, with ServiceNow experience considered an advantage.
• Working knowledge of Active Directory, including user account support and group administration.
• Strong verbal and written communication skills with the ability to explain technical concepts in simple terms.
• Proven ability to document technical work clearly and follow structured troubleshooting processes.
• Demonstrated commitment to customer service and professionalism in end-user support environments.
• Associate degree in a related field preferred; bachelor’s degree or relevant certification is a plus.