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Deskside Support Technician in Kansas City, MO at Volt

Date Posted: 2/8/2019

Job Snapshot

Job Description

Relies on experience and judgment to plan and accomplish goals, correct issues, and ensure performance against Service Level Agreements (SLAs).  Mitigate incident and problem resolution for outages, multi-user issues, and VIP users with the Service Desk. Support management initiatives as requested. Dispatches to assist or directly provide Deskside support to meet or exceed SLAs, including:

  • Providing exceptional service and customer support for local users, field visits or on dispatches
  • Providing deskside support to users, including laptop / mobile equipment delivery, use-instructions and troubleshooting
  • Managing on-site installation, repair, maintenance and test tasks, sometimes using “remote hands” or “smart hands” techniques
  • Diagnosing complex errors or technical problems and determine proper solutions
  • Managing Incident and Request tickets in the enterprise service ticketing system through ticket lifecycle; conforming to SLA requirements for ticket handling
  • Asset lifecycle for laptops, desktops, smartphones, etc.
  • Smart hands support for Tier 3 teams including handling servers, security devices and network equipment.

Follows all company’s documented procedures and protocols. Cooperates with technical team and share information across the organization. Comprehends customer requirements and makes appropriate recommendations/briefings. Build positive relationships with customers.  Maintains a neat, business casual appearance suitable for working in office location. 


  • Experience or knowledge of user-centric Windows IT support in an enterprise environment
  • Valid driver’s license, ability to make it into office during the day, evening, nights, weekends, after hours when needed
  • Ability to troubleshoot, test, repair and service technical equipment
  • English literacy
  • Ability to work flexible shifts in a 7x24 environment and to adapt to changing work schedules, provide assistance on-call as necessary
  • Proven experience supporting mobile devices and applications, Windows 7, Windows 10 and Mac OS X
  • Technical degree or certification (such as A+, N+, MCDST, MCSE, etc)
  • Committed to providing excellent customer support to all of our customers
  • Ability to work in a fast-paced SLA driven environment
  • Ability to work well in a team setting
  • Intermediate skills or better with Microsoft Office Suite (including Word, Project, and Excel), and Adobe Acrobat
  • Experience with Active Directory, Group policies, and networking
  • Interpersonal skills including the ability to collaborate effectively, self-awareness, and excellent written and oral communications.
  • Candidate must possess a US “Public Trust” clearance or be able to obtain a Public Trust clearance.
  • Experience supporting Mobile Technologies such as VPN, Citrix, VDI, etc.
  • Experience working with a highly mobile workforce that relies heavily on mobile devices such as Android and Apple Smart Phones, iPads, etc.


  • ITIL® Intermediate Level Certification
  • Familiar with asset management processes and procedures
  • Familiarity with GSA environment and administrative processes
  • Experience supporting common VTC technologies
  • Working knowledge of VPN and Citrix for remote access
  • Working knowledge of images and imaging desktops and laptops
  • Experience with supporting Apple and Android mobile devices
  • Experience supporting and maintaining user account information including rights, security and systems groups.
  • Experience diagnosing and troubleshooting server and network issues

This is a contingent/temporary position offered through Volt Workforce Solutions. Volt offers competitive compensation, the chance to work with some of the world’s leading companies, and a staff committed to helping you take the next step on your career path.

To learn more about Volt, please visit: and to see more of our job postings, please visit:

Volt is an Equal Opportunity Employer.