Velocity Staff, Inc. is working with our client in the Kansas City area to identify an IT Support Professional to join their growing team. This role will be responsible for providing first line technical support of computer software and hardware products and services by responding to and diagnosing problems through discussions with users in person and remote. In addition, this role will work as part of a small but dynamic IT team to assist with providing best in class IT support as well as support with projects as assigned.

• Perform client service support working with users and expertise to diagnose issues, perform research, isolate problems, administer resolutions and identify opportunities to mitigate further issues.
• Resolve basic to moderately complex problems while referring more complex problems as needed.
• Assist users inquiring how to use specific software, electronic mail, or operating systems.
• Use existing processes and tools (e.g., problem management database and help desk systems) to proactively support staff and equipment and work diligently to maintain accurate and complete documentation of issues and resolutions. 
• Perform troubleshooting, repairs, and deployment of Windows 10 
• Troubleshoot laptops, desktops, networked printers, multi-functional devices, telecommunications equipment and other devices as needed.
• Perform troubleshooting and have a working knowledge of Office365. 
• Knowledge of accessing systems remotely via remote tools.
• Accurately record all work and troubleshooting in Freshdesk ticketing system.
• Perform troubleshooting on remote VPN connectivity and network drive access.
• Work daily with Active Directory with knowledge on resetting passwords and assigning users and computers to groups.
• Work with internal customers desk side, via phone, email and chat.
• Exhibit a positive, professional and service oriented approach to problems.  Possess creativity, curiosity, and a strong acumen to learning.
• Some limited travel to regional sites for projects, maintenance and support as needed.

• 1-2 years of experience with hands on professional experience working with level I/II technical support of hardware and software.
• Experience handling desktop and laptop break/fix support.
• Experience using and troubleshooting MS Office (O365) products.
• Experience using ticketing systems and ability to provide thorough documentation of issues and resolutions.
• Experience working with 3rd party vendors / suppliers to assure problem resolution and service for outsourced service/warranty programs.
• Experience managing and troubleshooting Windows 7 and 10 workstations.
• Associate or Bachelor’s degree in related field of study OR 2+ years of applicable proven experience.
• Strong client service-oriented approach to problem solving with the ability to work with non-technical users to resolve technical issues.

Knowledge, Skills and Abilities

• Ability to demonstrate superior customer service skills.
• Can communicate and translate complex technical topics into easy-to-understand concepts as well as communicate clearly and effectively, both verbally and in writing.
• Clearly document technical processes.
• Able to proficiently manage and troubleshoot Microsoft desktop operating systems.
• Ability to ask directed and logical questions to determine problem causation and follow documented processes to a successful resolution.
• Working knowledge of Active Directory Users and Comp.
• Ability to effectively work with outlined processes and work with users to adopt and adhere to processes to promote efficiencies, mitigate risks and promote best in class function and reliability of IT assets.