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IT Technician II (Call Center Support)

Raytown, MO 64138

6+ Months Contract

The Workstation Support Technician II plays a vital role in maintaining the smooth operation of an organization's computer workstations and related technology. Under general supervision, this position provides technical assistance to end users by installing, maintaining, and upgrading workstation hardware, software, and operating systems. The technician also supports multifunction printing devices, smartphones, tablets, Aruba VPNs, and coordinates workstation moves and equipment upgrades. As a key point of contact for troubleshooting, the role involves diagnosing and resolving hardware and software issues—ranging from simple to highly complex—through Service Desk escalations and in-office support. By ensuring users can effectively utilize their technology tools, the Workstation Support Technician contributes significantly to the overall efficiency and reliability of the IT environment.

Key Responsibilities

+ Provide timely and effective technical support to end users via in-person, phone, email, chat, and ticketing systems

+ Diagnose and troubleshoot workstation, software, printer, and networking issues, including support for remote and hybrid work setups using company-provided hardware

+ Install, configure, and maintain operating systems, Microsoft Office 365, and other business-critical applications

+ Assist with new workstation setup, including user accounts, email configuration, and required applications

+ Support and maintain multifunction printers, smartphones, tablets, audio-visual systems, ruggedized laptops, virus kiosks, and other specialized equipment

+ Perform workstation setups, relocations, upgrades, and hardware maintenance

+ Assist with account management tasks such as password resets, access permissions, and user provisioning

+ Troubleshoot network connectivity issues and escalate unresolved problems to Tier III support as needed

+ Maintain accurate documentation of support activities, troubleshooting steps, and resolutions within the ticketing system

+ Track and manage hardware inventory, ensuring devices are properly logged and accounted for throughout their lifecycle

+ Educate end users on basic troubleshooting techniques and IT best practices to reduce recurring issues

+ Ensure compliance with IT policies, procedures, and security standards

+ Contribute to the development and maintenance of technical documentation, user guides, and standard operating procedures

+ Stay informed on industry trends, emerging technologies, and advancements in workstation support

+ Prioritize support requests based on urgency and business impact to minimize operational disruptions

+ Perform other duties as assigned to support team or organizational needs

Qualifications

+ High school diploma or equivalent required; associate or bachelor’s degree in Information Technology or a related field preferred

+ 1–2 years of recent experience in desktop support, networking, or a similar technical support role

+ Proficiency in diagnosing and resolving hardware, software, and network issues in a Windows 10/11 environment

+ Strong knowledge of Microsoft Office, Office 365, and productivity applications

+ Familiarity with DNS, Active Directory (functions and operations), and VPNs

+ Experience with SCCM, Citrix, VDI, and laptop/PC hardware maintenance preferred

+ Effective verbal and written communication skills, with the ability to explain technical concepts to non-technical users

+ Strong problem-solving skills and ability to think critically under pressure

+ Ability to manage multiple tasks and adapt to changing priorities in a fast-paced environment

+ Demonstrated ability to work independently and collaboratively within a team

+ Customer-focused mindset with prior face-to-face and phone-based support experience

+ Valid state-issued driver’s license required; must be able to operate an Evergy vehicle if travel is necessary

+ Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Desktop Support Technician are a plus

Strong soft skills, including:

+ Eagerness to learn and grow professionally within the technology field

+ Self-motivated and proactive approach to tasks and problem-solving

+ Driven to deliver high-quality support and continuously improve technical capabilities

+ Ability to build rapport and maintain positive relationships with end users and team members

+ Clear and empathetic communication, especially when guiding users through technical issues

+ Flexibility and openness to feedback, with a willingness to adapt and evolve

+ Professional demeanor and reliability in both independent and team settings

+ Patience and approachability when working with users of varying technical skill levels

+ Ability to break down complex concepts into understandable terms for non-technical audiences

+ Positive attitude and collaborative spirit that contributes to a supportive team environment

Physical Requirements

+ Ability to lift, carry, push, and pull computer equipment and peripherals weighing up to 70 pounds

+ Comfortable performing tasks that involve bending, kneeling, reaching, and working in tight or awkward spaces

+ May require balancing and other physical movements to access equipment or perform installations

Work Environment

+ Primarily office-based with regular on-site visits to various departments and locations

+ Position is mostly on-site, with limited remote work permitted based on operational needs

+ Extensive travel within the Evergy service area is required; a company vehicle will be provided

+ May require occasional after-hours or weekend support for critical issues or scheduled maintenanceWork may involve exposure to varying environmental conditions depending on site location

About US Tech Solutions:

US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com.

US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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