Digital Workplace - Engineer

OSI (an EXL company) is seeking a Desktop Support Technician in Lee’s Summit, MO. The role is 100% onsite and would focus on all aspects of the laptop life cycle as well as providing Level 1 and 2 support for the Help Desk and onsite/remote support. The ideal candidate will have a Desktop Support background possessing high attention to detail and organizational skills.

Work location: Lee’s Summit, MO 64086

Salary budget: 55K to 62K USD + bonus

• Imaging, configuring, and shipping of new hire and replacement laptops using predefined roles along with user specific needs
• Asset management maintaining accurate inventory tracking of shipped and returned equipment in accordance with process guidelines
• Test and repair returned hardware as necessary
• Assist with testing of new hardware, software, and network technologies
• Provide technical support to remote users and other internal departments
• Responding to service calls, emails, and tickets to troubleshoot the nature of reported problems. Take the necessary steps to resolve reported issues and close reported issues in SNOW/Service Now Ticketing System
• Assist on small to medium IT projects as needed
• Assist with vendor and 3rd party resources as needed
• Communicate and escalate issues to other members of the Global IT Team when necessary
• Adhere to Company SLA’s
• Perform any other duties as assigned

• 2-5 years Desktop Support Experience
• 2-5 years of Windows 10/11 Experience
• 1-2 years of Staging & Imaging Tools Experience
• 1-2 years of Ticket Documentation (in Corp Environment following ITIL guidelines a plus)
• Experience with and knowledge of Active Directory
• Experience with and knowledge of Office365, Teams, and Outlook
• Experience with client side SCCM Software Center and Configuration Manager a plus
• Strong attention to detail and critical reasoning skills
• Ability to problem solve and determine resolution for technical issues
• Strong individual work ethic while possessing and exhibiting team-oriented mindset
• Ability to manage multiple projects at once while handling time sensitive urgencies
• Excellent communication and client relation skills