# Help Desk Technician **Location:** Kansas City, Missouri **Employment Type:** Full‑time **Department:** Information Services --- ## Summary The Help Desk Technician must be able to work with users of varied technical ability and have strong troubleshooting, communication, documentation, and interpersonal skills. *Please submit your application by no later than 45 days following the posted date. Applications received after this date may not be considered.* --- ## Required Education & Experience - Associate’s degree, technical training school completion, or equivalent work experience. - Minimum of 1 year technical help desk experience. - Ability to work in a team environment with good communication skills. - Solid understanding of basic networking concepts, computer hardware, and software support. - Working knowledge of Windows 10/11, Microsoft Office 2016/365, macOS, and mobile devices (Android & iPhone). ## Preferred Education & Experience - Minimum of 2 years technical help desk experience. - Excellent oral and written communication skills. - Advanced knowledge of troubleshooting complex issues (network printers, remote connectivity, software support, hardware issues, Microsoft Office 365). - Experience supporting virtualization (VMware Horizon, VMware vSphere), VPN, Microsoft Endpoint Manager (formerly SCCM), and Active Directory. - Law firm or professional services experience preferred. --- ## Essential Functions *Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. **Hybrid schedule required.*** | Function | Percentage | Key Duties | |---|---|---| | **Customer Service** | 35% | - Provide courteous, efficient technical support for business applications and hardware.
- Respond to support calls positively and informatively.
- Keep customers informed on ticket status.
- Assist via remote tools or on‑site as needed.
- Install, maintain, and replace equipment and peripherals. | | **Troubleshooting** | 25% | - Perform remote or on‑site restorative and maintenance actions.
- Deliver accurate, timely solutions to computer, technical, and networking problems.
- Simulate/recreate user problems to resolve complex issues.
- Own issues through resolution when standard procedures fail.
- Identify, research, and resolve desktop environment issues. | | **Documentation** | 20% | - Enter accurate information into the ticketing system promptly.
- Document troubleshooting steps and resolutions in the knowledge base.
- Create work instructions for common challenges. | | **Projects & Teamwork** | 10% | - Provide routine technical support and advice.
- Collaborate with the Help Desk team via IM, email, and phone.
- Accommodate cross‑departmental requests.
- Follow escalation paths and obtain approvals.
- Participate in on‑call rotation. | | **General & Administrative** | 10% | - Perform other duties as assigned. | --- ## Competencies - Strong verbal and written communication. - Self‑motivated with excellent organizational skills and attention to detail. - Professional, customer‑service oriented, deadline‑driven, and able to multitask in a fast‑paced environment. - Independent thinker with strong problem‑solving abilities and creativity. - Team player who educates and motivates peers. - Reliable attendance is essential. --- ## Supervisory Responsibility *No supervisory responsibilities.* --- ## Travel Travel required as necessary. --- ## Work Environment & Physical Demands - Professional office setting using standard equipment (computers, phones, photocopiers, etc.). - Regular talking, hearing, sitting, and hand use; occasional standing, walking, reaching, climbing, balancing, stooping, kneeling, crouching, or crawling. - Lift/move up to 10 lb regularly; up to 25 lb occasionally. - Close vision required. **Typical schedule:** - Shift‑based full‑time (start 7 am–10:30 am, end 4:30 pm–9 pm). - After‑hours rotating on‑call (9 pm–7 am Mon‑Fri) with 24‑hour weekend support. - May be fast‑paced; overtime as needed. --- ## EEO Statement Stinson LLP is an equal employment opportunity (EEO) employer. We encourage qualified minority, female, veteran, disabled, and other diverse candidates to apply. We offer a competitive compensation and benefits package and conduct criminal background checks on all individuals offered employment. Voluntary self‑identification information will be used for statistical reporting and EEO outreach effectiveness. All information is confidential. --- *#LI-Hybrid*

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