Tier II Helpdesk Specialist
Description: On-site 5 days/week in Overland Park, KS
Our client seeks a Tier II Helpdesk Specialist to provide onsite technical support for desktops, laptops, printers, peripherals, and core applications. The specialist will record, triage, and resolve incidents through the service desk, perform troubleshooting and preventative maintenance, support software releases and rollouts, and escalate issues as needed.The role will document resolutions, deliver customer-focused service, and adhere to change and audit procedures.
Due to client requirements, applicants must be willing and able to work on a w2 basis. For our w2 consultants, we offer a great benefits package that includes Medical, Dental, and Vision benefits, 401k with company matching, and life insurance.
Rate: $18.00 to $22.50/hr. w2
Responsibilities:
- Monitor service desk system for incoming requests and resolve or escalate accordingly.
- Provide technical assistance and support for desktops, laptops, printers, peripherals, and core applications.
- Record, track, and document issues and resolutions using service desk software through final resolution.
- Apply approved diagnostic utilities and access FAQ resources to aid in troubleshooting.
- Perform remote or in-person fixes including installing and upgrading software, installing hardware, and configuring systems and applications.
- Conduct preventative maintenance on end user devices and IT equipment.
- Test fixes to ensure adequate resolution and perform post-resolution follow ups.
- Escalate problems to higher tier groups or supervisor as required.
- Assist in software releases and rollouts according to change management best practices.
- Adhere to audit responsibility policies and procedures and alert management to incident trends.
- Handle confidential data responsibly and maintain strong documentation.
- Assist in training of Tier I support staff and support day-to-day operations as needed.
- Participate in assigned projects and company or department training.
- Support onboarding tasks, computer setups, and user access in tools such as Office 365 and Active Directory.
Experience Requirements:
- 2 to 4 years of relevant on-site technical support experience.
- Knowledge of advanced computer hardware including desktops, laptops, smartphones, and end user network configurations.
- Experience with Microsoft client operating systems.
- Extensive application support experience with Microsoft Office and Office 365 applications.
- Working knowledge of software and hardware diagnostic tools; proficiency in basic network fundamentals.
- Experience with service desk tools; ServiceNow or Jira preferred.
- Strong written and oral communication, customer service, and interpersonal skills with focus on rapport, listening, and questioning.
- Strong documentation skills with attention to detail; ability to research diverse computing issues.
- Effective time management with ability to prioritize and execute in a high-pressure environment.
- Self-starter who can work independently and as part of a team; dependable with consistent attendance.
- Flexibility to work nights, weekends, and overtime as needed.
- Ability to handle and set up technology equipment; ability to lift up to 50 lbs.
Education Requirements: High School Diploma or G.E.D or equivalent combination of education and experience.
Recruitment Transparency Notice
Eliassen Group values transparency in our recruitment practices. Please be advised that Eliassen Group utilizes artificial intelligence (AI) tools as part of its initial application screening and hiring process. You may receive email and SMS notifications from the Eliassen Virtual Recruiting Team (, ) inviting you to complete a brief voice screening as part of your application process.These tools assist our hiring teams in different ways, including but not limited to, assistance in reviewing application materials to help identify candidates whose qualifications most closely match the requirements of the position. All AI-assisted evaluations and responses are reviewed by human recruiters before any hiring decisions are made.
The use of AI in our process is intended to support fairness, efficiency, and consistency, and Eliassen Group takes measures to prevent bias or discrimination in connection with its hiring practices. By proceeding, you acknowledge, agree, and consent to Eliassen Group's use of these tools, including AI tools, as part of the application and hiring process.
Skills, experience, and other compensable factors will be considered when determining pay rate. The pay range provided in this posting reflects a W2 hourly rate; other employment options may be available that may result in pay outside of the provided range.
W2 employees of Eliassen Group who are regularly scheduled to work 30 or more hours per week are eligible for the following benefits: medical (choice of 3 plans), dental, vision, pre-tax accounts, other voluntary benefits including life and disability insurance, 401(k) with match, and sick time if required by law in the worked-in state/locality.
If anyone reaches out to you about an open position connected with Eliassen Group, please ensure that you are working directly with us by confirming the following:
When you work with Eliassen Group, all email communication will come from an Eliassen.com address, never Gmail, Yahoo, etc.
Eliassen Group will never ask you for personal information (home address, bank account, or check routing number) until you have worked with someone clearly associated with Eliassen Group.
If you have any indication of fraudulent activity, please contact .
About Eliassen Group:
Eliassen Group is a strategic consulting firm that helps organizations reach further and achieve more through our technology, business advisory, and life sciences solutions. For nearly 40 years, we have combined exceptional people, deep domain expertise, and intelligent capabilities to expand our clients' capacity and accelerate meaningful outcomes.We are driven by a purpose to positively impact the lives of our employees, clients, consultants, and the communities we serve.
Eliassen is committed to building a diverse and inclusive team from a variety of backgrounds, perspectives, and skills. We are an Equal Opportunity and Affirmative Action Employer and all employment decisions are based on merit, performance, and business needs.Eliassen does not discriminate on the basis of race, color, gender identity or expression, sexual preference or orientation, sex (including pregnancy, childbirth, and related medical conditions), marital status, creed, religion, physical or mental disability, genetic information, military or veteran status, age, ancestry, national origin, citizenship status, prohibited criminal record inquiries of applicants and employees, or any other category protected by federal, state, or local laws.
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