Service Desk Representative

Position: Service Desk Representative I
** What We're Looking For*
* At HNTB, you can create a career that is meaningful to you while building communities that matter to all of us. For more than a century, we have been delivering solutions for some of the largest, most complex infrastructure projects across the country. With our historic growth, it is an exciting time to join our team of employee-owners.

This opportunity entails being responsible for providing frontline end-user support on a daily basis. This position receives, documents and triages new end-user requests received through phone call or email. Maintains accurate and up-to-date information on existing service tickets. Responsible for the diagnosis and resolution of basic hardware, software, and network issues

** What You'll Do:*
* + Logs all service desk calls or email requests into the IT Service Management System. Responsible for updating ticket information.

+ Diagnose and resolves basic to intermediate hardware, software and network issues. Redirects or escalates incidents and service requests as needed.

+ Maintains documentation relating to Information Technology processes and tools for knowledge base purposes.

+ Triages and prioritizes new support needs and improves frontline ownership of issues.

+ Performs other duties as assigned.

** What You'll Need:*
* + High School Diploma or GED

** What You'll Bring:*
* + Demonstrates a basic understanding of relevant technologies.

+ Follows established policies and procedures to independently respond to and resolve basic service requests, applying a developing level of proficiency in relevant technologies. Communicates clearly and effectively with customers.

+ Capable of identifying opportunities for improvement, makes thoughtful, relevant suggestions and contributions to process improvement.

+ Embodies a positive attitude and remains actively engaged in daily work. Demonstrates willingness and eagerness to expand knowledge and skill base.

** What We Prefer:*
* + Associate's or technical degree in computer science or related field

** Additional Information*
* for benefits information: HNTB Total Rewards

to learn more about Equal Opportunity Employer/Disability/Veteran

Visa sponsorship is not available for this position.

DG #IT #LI-DG1

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Locations:

Kansas City, MO (KCI)

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_NOTICE TO THIRD-PARTY AGENCIES:_

_HNTB does not accept unsolicited resumes from recruiters or agencies. Any staffing/employment agency, person or entity that submits an unsolicited resume to this site does so with the understanding that the applicant's resume will become the property of HNTB. HNTB will have the right to hire that applicant at its discretion and without any fee owed to the submitting staffing/employment agency, person or entity.

Staffing/employment agencies who have fee agreements with HNTB must submit applicants to the designated HNTB recruiter to be eligible for placement fees._

** Job Type:
** Regular

** Full/Part Time:
** Full time

** Job Category:
** Information Technology Group

** ReqID:
** R-28632