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Kelly Services Help Desk Level 2 (Remote) in Kansas City, Missouri

Help Desk Level 2 (Remote)

Based out in - Kansas City, MO

Agents must be available to work any shift within the project’s hours of operation. Monday to Friday from 8:00 am EST to 8:00 pm EST

Client will be providing the equipment; however, the agents must have the following internet connectivity.

Internet Connectivity:

  • Wired internet connection

  • Download – 20 Mbps minimum

  • Upload – 5 Mbps minimum

Client is a leading operator of government health and human services programs and has partnered with state, federal and local governments to provide critical, high quality health and human service programs to a diverse array of communities.

Operating under CLIENT s founding mission of Helping Government Serve the People since 1975, CLIENT Federal Services is entirely focused on helping government agencies run programs cost-effectively and serve program constituents with improved outcomes. By being a responsible steward for government programs, we help the federal government deliver on its promises through our people, process and technology. Our focus is always on outcomes and results that connect citizens more effectively with government services.

Job Summary: The Contact Center Help Desk Technician is responsible for responding to telephone calls, email, tickets, and personnel requests for technical support.

Essential Job Duties:

  • Identify, research, and resolves technical problems

  • Document, track and monitor problems to ensure timely resolution within established SLA s Assist in tracking and completing help desk tickets pertaining to application, networking, and systems problems and issues

  • Promote a high level of customer satisfaction through proper communication techniques, and respond with the appropriate amount of urgency to user problems

  • Correct application issues, solve network and security problems, and resolve common PC software and hardware problems

  • Provide hardware support of PCs, Laptops, Servers, and Network devices, such as installing replacement hardware or upgrading hardware Support Software/Hardware on equipment such as, Scanners, Copiers, Printers, Monitors and other peripherals, Virtual Desktops/VMware, Workstations, Servers, Active Directory, Automated imaging solutions, PowerShell Scripting Provide support for Windows 7 and Windows 10 by evaluating and troubleshooting issues including running in- depth diagnostics

  • Assign username, password and access right permissions for multiple proprietary applications, as well as client software

  • Work with other IT departments and vendors to resolve technical issues beyond the scope of the Sr. Tech position.

  • Perform other duties as assigned by management


  • High school diploma or GED required Associate degree is preferred

  • Minimum 4 years of related work experience required Excellent organizational, written, and verbal communication skills

  • Computer literate and familiar with desktop support procedures Knowledge of systems software sufficient to determine if a malfunction is in the hardware or in the software

  • Ability to install and deploy Windows based computers

  • Possess working knowledge of Microsoft Office Suite of products including Word, Excel, Access and PowerPoint, VMware, Active Directory, Automation scripting / IBM Bigfix /Altiris, automation of MS patching for desktops Knowledge of Internet Explorer software usage and configuration

  • Ability to work well independently and in a team setting

  • Adaptability, flexibility and ability to deal with ambiguity and change Excellent attention to detail and good analytical skills

  • Other Requirements: Must be able and available to work any shift between the hours of operation Mon to Fri 8:00 am to 8:00 pm EST

Why Kelly ® ?

By partnering with Kelly® IT, you’ll have direct connections to top companies around the globe—giving you the chance to put your tech skills to work on some of today’s most intriguing, innovative, and high-visibility projects. In a world where change is the only constant, our unparalleled connections and IT market expertise help you take your skills exactly where you want to go. We’re here to help you gain experience, keep learning, and move your career forward.

About Kelly ®

At Kelly, we’re always thinking about what’s next and advising job seekers on new ways of working to reach their full potential. In fact, we’re a leading advocate for temporary/non-traditional workstyles, because we believe they allow flexibility and tremendous growth opportunities that enable a better way to work and live. Connecting great people with great companies is what we do best, and our employment opportunities span a wide variety of workstyles, skill levels, and industries around the world.

Kelly is an equal opportunity employer committed to employing a diverse workforce and providing accommodations for people with disabilities in all parts of the hiring process as required under its Employment Accommodation Policy. Kelly will work with applicants to meet accommodation needs that are made known to Kelly in advance.