Help Desk/Rapid Response Tech

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

• 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.