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.RequirementsRapid 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 FocusField inbound support requests via phone and email; create, update, and manage tickets with clear, thorough notesProvide customer-centric first-level troubleshooting for common end-user and office technology issuesTriage and prioritize issues appropriately based on impact and urgency; escalate when needed using established processesTroubleshoot 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 ticketsPerform basic remote support using approved tooling; coordinate scheduling when an issue requires on-site or higher-tier assistanceMaintain 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 consistentlyWork collaboratively to ensure smooth handoffs and a consistent client experienceBe 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 & KnowledgeYou 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 applicationsMicrosoft 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 plusKey Non-Technical AttributesProfessional communication skills via phone and email; ability to translate technical steps into clear client guidanceCalm, steady presence, especially when clients are stressed or issues are urgentStrong follow-through: you "own" the ticket until it's resolved or properly escalatedTeam mindset: collaborate, ask for help when needed, and contribute to shared successA learner's mindset: curiosity, humility, and the drive to improve your troubleshooting skillsPreferred Experience3-5+ 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 compellingA creative, solution-oriented outlook and the drive to work with a high degree of autonomy.