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Help Desk/Rapid Response Tech
Job Description
Advantage Tech is searching for a Hep Desk/Rapid Response Tech to join their client's team in Kansas City, MO.
Requirements
Rapid Response Technicians are a front-line, client-facing role responsible for fielding incoming support requests and resolving common problems quickly and professionally. You’ll work closely with a team of engineers to ensure our clients are supported, informed, and well-taken care of. This role is ideal for someone who has some real-world IT support and client-facing experience (or strong foundational knowledge) and is ready to grow into deeper troubleshooting, escalations, and client environment ownership over time.
Core Responsibilities & Areas of Focus
Desired Technical Experience & Knowledge
You don’t need to be an expert in everything - this role is about strong fundamentals, great communication, and genuine drive to deliver exceptional results. Helpful experience includes:
Key Non-Technical Attributes
Preferred Experience
Requirements
Rapid Response Technicians are a front-line, client-facing role responsible for fielding incoming support requests and resolving common problems quickly and professionally. You’ll work closely with a team of engineers to ensure our clients are supported, informed, and well-taken care of. This role is ideal for someone who has some real-world IT support and client-facing experience (or strong foundational knowledge) and is ready to grow into deeper troubleshooting, escalations, and client environment ownership over time.
Core Responsibilities & Areas of Focus
- Field inbound support requests via phone and email; create, update, and manage tickets with clear, thorough notes
- Provide customer-centric first-level troubleshooting for common end-user and office technology issues
- Triage and prioritize issues appropriately based on impact and urgency; escalate when needed using established processes
- Troubleshoot and support common issues related to: Microsoft 365 (Outlook, Teams, OneDrive, SharePoint basics), Windows desktops/laptops (logins, performance, printing, basic application issues), basic networking (connectivity, Wi-Fi access, VPN basics) and common peripherals (printers, scanners, docks, headsets)
- Provide clear client communication: set expectations, provide status updates, and confirm resolution before closing tickets
- Perform basic remote support using approved tooling; coordinate scheduling when an issue requires on-site or higher-tier assistance
- Maintain detailed documentation of investigation steps, resolution, and next actions (for escalations)
- Contribute to internal knowledge base articles and process improvements to help the team respond to issues faster and more consistently
- Work collaboratively to ensure smooth handoffs and a consistent client experience
- Be accountable to your team and our clients by accurately tracking your time and work, following our support standards, and keeping tickets current and complete.
Desired Technical Experience & Knowledge
You don’t need to be an expert in everything - this role is about strong fundamentals, great communication, and genuine drive to deliver exceptional results. Helpful experience includes:
- Windows operating systems and common business applications
- Microsoft 365 fundamentals (Outlook, Teams, OneDrive/SharePoint)
- Basic Active Directory concepts (password resets, account lockouts, group basics)
- Basic networking fundamentals (IP addressing concepts, DNS basics, Wi-Fi troubleshooting)
- Experience working in a PSA/ticketing system and following SLA-driven workflows (or the ability to learn quickly)
- Familiarity with remote support tools / RMM concepts is a plus
Key Non-Technical Attributes
- Professional communication skills via phone and email; ability to translate technical steps into clear client guidance
- Calm, steady presence, especially when clients are stressed or issues are urgent
- Strong follow-through: you “own” the ticket until it’s resolved or properly escalated
- Team mindset: collaborate, ask for help when needed, and contribute to shared success
- A learner’s mindset: curiosity, humility, and the drive to improve your troubleshooting skills
Preferred Experience
- 3-5+ years of experience closing deals in IT Managed Services, Cybersecurity, or related technology services.
- A proven history of owning outcomes and being accountable to your team.
- Excellent communication and relationship-building skills, with a natural talent for making complex technology clear and compelling
- A creative, solution-oriented outlook and the drive to work with a high degree of autonomy.
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Ready to take the next step in your career? Explore exciting job opportunities in the vibrant city of Kansas City, Missouri, where endless growth possibilities await! Known for its thriving arts scene, including the Nelson-Atkins Museum of Art and the Kauffman Center for the Performing Arts, along with its iconic BBQ cuisine, such as Gates BBQ and Joe's Kansas City, this area offers a unique blend of culture and charm. Cheer on the Kansas City Chiefs or Kansas City Royals at Arrowhead Stadium or Kauffman Stadium, or enjoy outdoor activities at the beautiful Loose Park or along the scenic Missouri River. Discover why Kansas City, MO is the perfect place to advance your career and experience a rich and dynamic lifestyle.
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