Kansas City Southern Railway Help Desk Technician in Kansas City, Missouri

Help Desk Technician

Tracking Code

219865-021

Job Description

Job Summary:

The Help Desk analyst is a customer service oriented professional that provides first level support through phone, email and chat for all Information technology supported services and systems for internal customers, service vendors and other companies within the industry.

Job Duties:

  • Provides exceptional customer service.

  • Provides first level support through remote desktop tools.

  • Tracks route and redirect requests to correct resources as needed.

  • Escalates and provides critical incident support as needed.

  • Follows up with customers, provides timely updates and sees problems through to the end.

  • Ensures proper documentation of incidents, requests, and follows established ticketing processes.

  • Updates exciting Help Desk documentation to reflect troubleshooting steps for known errors.

  • Recommends procedure modifications or improvements.

  • Night Shift: Compiles and distributes the morning report within defined timeframe.

  • Exemplifies KCS Vision, Values, and Culture in each and every interaction with the team, clients, and stakeholders.

Basic Qualifications:

  • High School Diploma or equivalent.

  • One (1) year working knowledge of common operating systems and software applications.

  • Or equivalent combination of education and experience.

Preferred Requirements:

  • Associate's degree (A.A.) or equivalent from two year college or technical school in Information Technology or IT Management

  • Experience with providing support over the phone, one (1) year preferred

  • Customer service or call center experience, one (1) year preferred

  • Experience communicating technical information to non-technical audience, one (1) year preferred

  • Basic ITIL foundation knowledge

The duties listed are representative of the job; however, it in no way states or implies that these are the only duties a person may be required to perform. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or is an essential function of the position.

We are proud to be an EEO/AA employer/Veteran/Disabled. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Job Location

Kansas City, Missouri, United States

Position Type

Full-Time/Regular