• Desktop Support Technician

    Job Locations US-MO-Kansas City
    Posted Date 3 weeks ago(1/4/2019 12:05 PM)
    Job ID
    # of Openings
  • Overview

    Desktop Support Technician

    Service Management Group (SMG) is looking for a Desktop Support Technician to join our infrastructure team to support employees at our Kansas City headquarters, and four branch offices around the world. The ideal candidate possess a strong work ethic, be highly organized and detailed in their work, have appropriate interpersonal skills, and communicate appropriately to both end users and senior leadership.


    SMG partners with more than 500 brands around the globe to create better customer and employee experiences, which drive loyalty and performance. SMG uniquely combines technology and insights to help clients listen better, act faster, and outperform the competition. Strategic solutions include omniCXTM, Brand Research, and Employee Engagement. SMG evaluates 250 million surveys annually, across 130 countries.


    • Providing first and second line support, responding to PC support issues submitted by SMG employees. Support may be provided in person, over phone, email, chat, or ticketing system
    • Ability to prioritize, multitask and be detailed in their work
    • PC and account setup for new SMG employees, and refresh/migration of hardware on a fixed cycle
    • Create and update documentation and follow standard operating procedures
    • Working with Network and System Administrators where cross-team collaboration is required
    • Be motivated to expand their skill set as SMG’s technology platform expands
    • Work independently, and as part of a team
    • Other duties outlined by the Director, Network & Infrastructure.


    Technical Requirements:

    • Moderate experience supporting Windows 7, 8 and 10 in a hands-on business environment
    • Experience supporting Microsoft Office
    • Basic Active Directory experience
    • Ability to track assets and manage PC refresh cycles
    • Support IOS and Android devices
    • Ability to lift 50 lbs
    • Ability to periodically work after hours

    Additional Requirements include:

    • Associates degree or equivalent work experience or certification
    • Minimum of 3 years’ work experience in a Desktop Support role

    Preferred experience:

    • Moderate Active Directory experience
    • Experience with Microsoft Exchange and/or Office 365
    • Experience with Dell/Quest KACE
    • Experience with MacBook Pro laptops and/or JAMF
    • Knowledge of audio/video hardware including projectors
    • Basic understanding of network concepts and enterprise wireless configuration on end-user hardware
    • Working in a multi-office environment



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