Onsite Logic
Reactive Service Desk/ Sr. Help Desk Engineer
Lenexa, Kansas, United States · Senior
Sponsorship not specified$55k-$75kDetected 33 days ago
CybersecurityJiraProcess ImprovementCommunication
About the role
- Help Desk Engineer at Onsite Logic, you'll be the first line of defense for our valued clients.
- You'll tackle intermediate IT issues onsite and remotely, ensuring their technology runs smoothly and efficiently.
- You'll wear many hats, troubleshooting hardware and software, providing expert advice, and continuously improving our service delivery.
Responsibilities
- Data-Driven Improvement: Conduct regular ticket reviews, report findings to the Service Desk Team Lead, and identify opportunities to enhance service delivery through process improvement suggestions.
- Documentation Master: Maintain detailed and accurate documentation for all service requests, ensuring clear communication and future reference.
- Client Relationship Builder: Proactively maintain and improve customer satisfaction and relationships, fostering trust and loyalty.
- Maintain detailed and accurate documentation for all service requests, ensuring clear communication and future reference.
- Proactively maintain and improve customer satisfaction and relationships, fostering trust and loyalty.
- Empowering businesses through exceptional IT support.
Requirements
- Associate's degree in information technology or a related field, or equivalent experience. (Required)
- 3-5 years of IT Helpdesk experience within a Managed Services Provider (MSP) environment
- Advanced knowledge of IT and cybersecurity concepts
- Strong experience working with IT ticketing systems (e.g., ServiceNow, Jira)
- Success Metrics:
- Maintain an impressive track record with key performance indicators (KPIs):
- Less than 3% escalation rate
- Average resolution time under 1.0 hours
- First contact close rate of 75%
- 8 tickets closed per business day
- Identify and propose at least one process improvement initiative per quarter
- Ensure 98% accuracy and timeliness when updating service request documentation
Nice to have
- Network+ or Security+ certification (preferred)
- Familiarity with TruMethods framework a plus.
Compensation
- $55,000 - $75,000, depending on experience, skills, and geographic location
- Ready to Make a Difference?
- If you're a passionate IT professional with a commitment to exceptional service, we encourage you to apply!
- Onsite Logic: Empowering businesses through exceptional IT support.
Benefits
- Competitive salary and benefits package
Company info
- Be part of a team dedicated to client success
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This listing is sourced directly from Onsite Logic's careers page and normalized into a canonical job model.