Burns & McDonnell End User Support Technician - Information Technology (Kansas City) in Kansas City, Missouri
Under general supervision, provide high quality phone-based service desk support to Burns and McDonnell Employees regarding IT problems and service requests.
Must be flexible in working hours (e.g. weekday evenings, weekday overnights)
Using remote control tools solve 75% of incident calls on the first interaction with the customer.
Analyze data points from monitoring tools and reporting systems to determine the root cause of a problem and perform the necessary functions to resolve the problem.
Adhere to established IT policies, procedures and standards and ensure conformance with information systems goals and procedures.
Maintain a thorough working knowledge of the day-to-day operating environment, available tools, and client applications. Maintain a working knowledge of Service Desk procedures related to client services.
Provide assistance in the areas of in-person, and project specific assignments as needed.
Provide training as needed to colleagues and IT peers.
Provide support for business applications.
Other duties as assigned.
High school diploma or equivalent.
Technical school or technical courses in computer repair a plus and may partially substitute for experience.
Minimum of one year related experience.
Basic knowledge of computer hardware and operating systems.
Analytical and well organized.
Good communication skills.
Must be accurate.
A certification preferred
Working knowledge of Microsoft server, workstation and networking technologies preferred
Working knowledge of industry standards with regards to system and network administration preferred
Possess excellent verbal and written communication skills.
Ability to solve PC related problems utilizing remote control tools preferred
Strong analytical and troubleshooting skills preferred
Primary Location US-MO-Kansas City
Travel: Yes, 5 % of the Time
Req ID: 210505