Service Desk Analyst

Description:
On-site 5 days/week in Overland Park, KS

Our client seeks an intermediate Service Desk professional to provide on-site end user support across desktops, laptops, peripherals, and core business applications. The role will record and resolve incidents, perform installations and upgrades, maintain equipment, and collaborate with higher tier teams for escalations. The position requires strong communication, customer service, and documentation skills, with the ability to work independently in a low-supervision environment.

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 $20.00/hr. w2

JN -36

Responsibilities:

• Monitor the service desk system for incoming requests and resolve or escalate accordingly.
• Record, track, and document the problem-solving process through final resolution using service desk software.
• Apply approved diagnostic utilities and access FAQ resources to aid in troubleshooting.
• Perform remote or in-person fixes, including installing and upgrading software and hardware, and configuring systems and applications.
• Conduct preventative maintenance on end user devices and other IT equipment.
• Test fixes to confirm resolution and perform post-resolution follow-ups.
• Provide technical assistance for desktops, laptops, printers, peripherals, and core applications.
• Respond to queries in person, via email, or by phone, and guide users through problem resolution.
• Escalate problems to higher tier groups or supervisor as required.
• Assist in software releases and rollouts per Change Management best practices.
• Adhere to site audit responsibility policies and procedures and responsibly handle confidential data.
• Alert management to emerging incident trends.
• Assist with training of Tier I staff and support day-to-day operations.
• Participate in projects and company or department training.
• Perform other activities as assigned by management.

Experience Requirements:

• 2 to 4 years of on-site technical support experience.
• Knowledge of advanced computer hardware, smartphones, and end user network configurations.
• Experience with Microsoft client operating systems.
• Extensive support experience with Microsoft Office and Office 365 applications.
• Working knowledge of software and hardware diagnostic tools.
• Proficient in basic network fundamentals.
• Exceptional written and oral communication skills with a customer service mentality.
• Strong interpersonal skills with focus on rapport-building, listening, and questioning.
• Strong documentation skills and willingness to contribute to documentation.
• Self-starter able to work independently and as part of a team.
• Excellent time management and prioritization skills.
• Patient, thorough, and innovative approach to problem solving.
• Flexibility to work nights, weekends, and overtime as needed.
• Ability to conduct research into a wide range of computing issues and absorb information quickly.
• Ability to present ideas in user-friendly, business-friendly, and technical language.
• High motivation, direction, attention to detail, and ability to perform in high-pressure environments.
• Dependable with strong attendance, cooperative, respectful, and business casual presentation.
• Ability to work independently with minimal supervision in a sometimes quiet office.
• Ability to handle and set up technology equipment, including lifting up to 50 lbs.

Education Requirements:

• High School Diploma, GED, 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.

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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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