Level 1 Technical Support

Location: Kansas City, MO

Employment Type: Direct Hire

Position Summary: The Level I IT Support Services Technician will be responsible for providing effective diagnostic evaluation, incident recording, resolution, and escalation to meet the internal needs of our Support Center and Retail locations.

Responsibilities:

• Answer, evaluate, and prioritize incoming calls, emails, and ticket requests from users experiencing problems with computer-related technologies.
• Research and guide users through diagnostic procedures to determine the root cause.
• Manage all employee logins, approvals, emails, and menu level accounts.
• Log and track calls using a problem management database and maintain historical records.
• Identify and resolve POS hardware problems, including requesting replacement gear and ensuring it is received and installed properly at store locations.
• Actively communicate and interface with escalation teams to ensure all issues are resolved in a timely and efficient manner; including but not limited to network, phone, or power-related issues.
• Maintain an in-depth knowledge of all supported systems and services.
• Generate innovative ideas to enhance and improve the support delivered daily.
• Perform additional duties as assigned.