Service Desk Technician
On-siteLenexa, Kansas, United States
Job Summary
Field incoming support requests via phone and ServiceNow ITSM to triage, prioritize, and resolve Tier 1/Tier 2 incidents. Maintain accurate records of troubleshooting steps and outcomes while engaging with customers to meet internal SLAs. Support device, identity, and collaboration tooling including Windows, Microsoft 365, Entra ID, Teams, and mobile devices. Create and maintain knowledge articles in ServiceNow to improve end-user self-service, leveraging AI tools like Microsoft Copilot to draft communications and refine prompts. Identify high-volume tickets and contribute ideas for process improvements and automation. Track service desk trends and recommend enhancements to documentation and self-service capabilities.
Required Qualifications
- 1–2 years of experience working support requests in an IT service desk or desktop support environment, or equivalent education and certifications
- Exceptional customer service skills with strong written and verbal communication
- Foundational understanding of Microsoft 365, including Office applications, and Windows operating systems
- Foundational understanding of networking concepts, protocols, and equipment
- Basic understanding of identity and access concepts, including Active Directory or Entra ID fundamentals and the server-client relationship
- Basic hardware and software troubleshooting ability, including validating resolutions through appropriate testing
- Basic experience supporting and configuring mobile devices
- Ability to document work completed in a coherent and professional manner and write clear technical documentation for non-technical audiences
- Demonstrated, practical use of AI tools such as Microsoft Copilot, ChatGPT, or similar to improve productivity and quality of support work across troubleshooting, documentation, and communications
- willingness to learn additional tools and apply them responsibly
Desired Qualifications
- Experience supporting, configuring, or contributing to copilots in Microsoft Copilot Studio by working with knowledge sources, generative answers, topic tuning, and analytics, and strong interest in learning quickly
- Exposure to Power Platform, including Power Automate, and interest in integrating light workflows and automation into support and self-service experiences
- Understanding of ITIL concepts for incident, problem, and change management, along with common service desk metrics
- Basic understanding of security and privacy considerations for AI, including data classification, least privilege, and safe knowledge sourcing
- Relevant certifications are a plus, such as ITIL Foundation, CompTIA A+ or Network+, Microsoft Power Platform Fundamentals, and Microsoft 365 Fundamentals
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.