Job Title: Tier 2 Help Desk Specialist

Location: Kansas City, MO (Hybrid Work Environment)

Employment Type: Contract to Hire

Pay Rate: $26-28 per hour

Job Description:

We are seeking a skilled Tier 2 Help Desk Specialist to join our IT support team, dedicated to providing exceptional service for our client's team in Kansas City. This hybrid role offers a combination of remote work and on-site support, providing flexibility and the opportunity to grow within our organization. As a Tier 2 Help Desk Specialist, you will play a critical role in ensuring our client's team receives prompt and effective technical support, maintaining high levels of customer satisfaction.

Key Responsibilities:

• Deliver Tier 2 technical support for our client's team, addressing hardware, software, and network-related issues via phone, email, and remote access tools.
• Troubleshoot and resolve escalated help desk tickets, ensuring timely solutions for complex issues.
• Collaborate with Tier 1 support and other IT teams to ensure seamless service delivery and proper escalation processes.
• Document all support interactions and resolutions in the help desk ticketing system, providing detailed reports for our client as needed.
• Assist with system updates, installations, and configurations for our client's infrastructure.
• Contribute to the development and improvement of help desk processes and knowledge base articles tailored to our client's needs.
• Stay informed of emerging technologies and industry trends to provide informed support and recommendations to our client's team.
• Participate in on-site support activities for our client, including hardware deployments and user training sessions, as required.

Qualifications:

• Associate's degree in Information Technology, Computer Science, or related field, or equivalent work experience.
• Minimum of 2 years of experience in a help desk or technical support role, preferably in a Tier 2 capacity.
• Strong knowledge of Windows and Mac operating systems, Microsoft Office Suite, and common enterprise software applications.
• Experience with network troubleshooting, including Wi-Fi, VPNs, and LAN/WAN.
• Excellent problem-solving skills and the ability to work under pressure.
• Strong communication skills with a focus on customer service and user satisfaction, particularly in a client-focused environment.
• Ability to work independently and as part of a team in a hybrid work environment.

Preferred Qualifications:

• Certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP).
• Experience with help desk ticketing systems and remote support tools.
• Familiarity with ITIL processes and best practices.

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