Service Desk Technician

Company Overview

Performance Contracting Group is a national employee-owned specialty contractor that offers quality services and products to the commercial, industrial, and non-residential construction markets. We are committed to recruiting, developing, and advancing employees from a diversity of backgrounds and experiences, as well as supporting a culture of safety and inclusiveness that allows you to contribute to your fullest potential. We place high value on training and professional development, encouraging you to broaden and strengthen your unique skill sets so you can fully realize your potential.

Job Description

Performance Contracting is seeking a Service Desk Technician for its Corporate IT operations based in Lenexa, KS. This individual will be responsible for the following duties: 

• Field incoming support requests (phone and tickets)
• Perform Tier 1 support and troubleshooting in test and production environments including onsite and remote support
• Direct support requests to appropriate escalation destinations, ensuring sufficient documentation exists while meeting defined SLA for initial ticket response
• Provide support for Microsoft Office, Mobile Devices, Printers, Windows Operating Systems, business applications, and low to mid-level technical issues leveraging multiple teams for ticket escalation and knowledge transfer when necessary
• Document issues and solutions thoroughly, including steps to recreate and resolve, producing knowledge articles are required
• Anticipate, identify and escalate issues/risks affecting self, the team, the department, or the company
• Communicate in a timely and effective manner, keeping the team informed of status and progress
• Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, benchmarking state-of-the-art practices, and participating in professional societies
• Look for and suggest improvements in efficiencies to reduce costs and be responsible and accountable as an employee owner

Requirements

Basic Requirements:

• Minimum 2-3 years experience working support requests.
• Must be Bilingual (English and Spanish)
• Work authorization
• Intermediate understanding of Microsoft Office and Windows operating systems
• Intermediate understanding of common networking protocols and equipment
• Ability to produce written Knowledge Articles
• Basic understanding of server/client relationship
• Basic administration of Active Directory
• Intermediate hardware and software troubleshooting ability
• Intermediate experience supporting and configuring mobile devices
• Ability to multitask
• Basic understanding of technical management platforms, i.e. Mitel, Solar Winds, Cisco Meraki Dashboard
• Understanding of PowerShell as a tool
• Ability to provide after-hours support on a rotating schedule
• Oral and written communication skills
• Ability to work in team environment
• Ability to learn new job skills by engaging in the technical aspects of the job and applying new skills as they are taught
• Customer service skills
• Critical thinking and problem-solving skills

Preferred Requirements 

• CompTia A preferred
• Local to the Kansas City Metro Area

This role is not eligibile for visa sponsorship.

Benefits

At Performance Contracting our employees are our greatest asset. We put our people first and are proud to provide a comprehensive benefits package designed to meet the needs of our employees at every stage of life.

In our commitment to fostering an environment where everyone can thrive personally and professionally, we offer:

• Competitive pay
• Incentive bonus plan
• Employee stock ownership plan (ESOP)
• 401(k) retirement savings plan with match
• Medical, prescription drug, dental and vision insurance plans with flexible spending account option
• Life insurance, accidental death and disability benefits
• Employee assistance program (EAP)
• Flexible paid time off policy and paid holidays

PCG provides equal employment and affirmative action opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.

PCG is a background screening, drug-free workplace.

Please note this job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

NOTICE TO STAFFING FIRMS, AGENCIES AND EMPLOYMENT VENDORS:

Performance Contracting Group and its affiliates will not accept unsolicited resumes from third party recruiters without a signed Fee Agreement in place AND before the resume is inputted into our applicant tracking system (iCIMS). Vendor solicitation should be directed to the Corporate Recruitment Department directly; as such, firms that circumvent the required compliant process will be barred from submitting candidates. In the absence of a signed fee agreement AND proper resume submission, PCG does not recognize any claim on a candidate by a third party, will consider unsolicited resumes the property of the company and reserves the right to engage and hire those candidates without any financial responsibility to the third party vendor.

#PCG