Help Desk Technician I

JOB SUMMARY:

The Help Desk Technician I provides first point of contact for technical support requests, assisting end-users with hardware, software, and account-related issues. This entry-level role ensures timely assistance and excellent customer service, with opportunities to grow technical skills in a supportive environment. The role is fully on-site at our Bonner Springs, KS office.

****This position is on-site only in Bonner Springs, KS. No remote option is available.****

RESPONSIBILITIES AND DUTIES:

• Respond to and resolve help desk tickets related to hardware, software, and network issues.
• Provide support for Microsoft 365 services including account creation, password resets, license management, and troubleshooting.
• Support for the company's line-of-business ERP/scheduling system (RDP-based access).
• Support field-based mobile apps used by operations staff.
• Image, configure, and deploy new laptops, desktops, and other hardware for end-users.
• Maintain accurate documentation of support requests, resolutions, and asset inventory.
• Assist with multi-factor authentication setup and troubleshooting.
• Assist with onboarding and offboarding processes, including setting up user accounts and equipment.
• Escalate complex issues to senior IT staff or vendors as needed.
• Document all issues, resolutions, and actions taken.
• Perform routine maintenance tasks such as software updates, patching, and backups.
• Support remote users via phone, email, and remote desktop tools.
• Maintain a high level of customer service and professionalism in all interactions.
• Performs other related duties as required and assigned.
  

QUALIFICATIONS AND SKILLS:

• Associate degree in Information Technology, Computer Science, or related field (or equivalent experience).
• Basic understanding of Windows and operating systems.
• Familiarity with Microsoft 365 Administration (Outlook, Teams, OneDrive, SharePoint, etc.).
• Strong problem-solving and communication skills.
• Ability to prioritize tasks and manage time effectively.
• Willingness to learn and adapt in a fast-paced environment.
• Strong interpersonal skills to collaborate across departments.
  

PREFERRED SKILLS (NOT REQUIRED):

• Experience with ticketing systems (e.g., IT Glue, Zendesk, ServiceNow).
• Knowledge of Active Directory and basic networking concepts.
• Knowledge of Mobile Device Management Software (Intune, MaaS360 and Apple Business Manager)
• VOIP Phone system administration.
• CompTIA A+ or similar certification.
• Knowledge of the construction/crane industry.
  

PHYSICAL DEMANDS:

• While performing the duties of this job, the employee is required to sit, stand, walk, stoop or crouch.
• Work environment is well-lit, air conditioned/heated office environment.

GENERAL DUTIES AND EXPECTATIONS:

• Adhere to Company Code of Conduct/Ethics and Core Values.
• Contribute to the professional culture within the office and company overall.
• Follow direction from management and manage tasks prescribed.
• Multi-task, prioritize and manage time effectively.
• Contribute to the professional culture within the office and company overall.
• Ensure security of information in all matters pertaining to company, client, and customer information.
  
• 40-hour work week in pursuit of company objectives.

To learn more about Wilkerson Crane Rental, Inc., please visit:

Website:          www.WilkersonCraneRental.com 

Facebook:       www.facebook.com/wilkersoncranerental/

LinkedIn:         https://www.linkedin.com/company/wilkersoncranerental/