Title: Technology Field Support Tech (Gen)
Duration: 6months
Location: Lenexa,Kansas-66219
Work Schedule : (8-5 M-F with a one hour lunch).

The Client is seeking a motivated and service-oriented IT – Technology Field Support Tech to join our onsite team in Lenexa, KS. As a Freelance IT Support Specialist I, you will provide essential technical support to end-users, manage inventory, and assist with basic troubleshooting for both Mac and PC environments. You will play a key role in ensuring smooth technology operations for our staff while maintaining high standards of customer service.
 

Technical Proficiency: 

• Display basic knowledge of PC and Mac troubleshooting, Active Directory, SCCM, and JAMF.
• Deliver excellent customer support in-person, over the phone, and in writing
• Manage user expectations and de-escalate stressful situations professionally.

Ticket Management: 

• Utilize ServiceNow for ticket updates, assignments, closures, sorting, and filtering. 
• Prioritize and manage your ticket queue effectively. 

Troubleshooting: 

• Provide Tier1 support for connectivity issues, peripherals, hardware/software break/fix scenarios.
• Handle password resets and multifactor authentication setup/reset.

Escalation: 

• Triage and escalate complex issues appropriately via Slack channels, phone, or ServiceNow to the correct teams or team members.

Inventory & Asset Management: 

• Perform basic asset inventory tasks including scanning hardware into inventory, arranging warranty repairs/replacements, imaging new machines (PC/Mac), cleaning/maintaining stock rooms, and conducting physical asset counts.

Shipping & Receiving:

• Manage the shipping and receiving of hardware for new hires and break/fix replacements.

Process Documentation: 

• Create clear process documentation as needed to support IT operations

Qualifications:

• Basic familiarity with PC/Mac troubleshooting; Active Directory; SCCM; JAMF preferred.
• Experience with ServiceNow or similar ticketing systems desired.
• Strong teamwork skills; ability to communicate clearly with users of varying technical backgrounds.
• Must be detail-oriented and organized in handling inventory and documentation tasks