This job was posted by https://www.kansasworks.com : For more information, please see: https://www.kansasworks.com/jobs/13304210

The On-site IT Support Agent is a highly skilled technical resource responsible for delivering in-person IT support to internal employees across all organizational levels, including executive leadership. This role ensures timely resolution of hardware, software, and network-related issues, while maintaining a high standard of customer service. The Agent is expected to possess expertise in both Windows and macOS environments and demonstrate a strong understanding of local and enterprise-level networking concepts. This role will be at our Fagron Sterile Services location in Wichita, Kansas.

Key Responsibilities

Responds to and prioritizes incoming support requests via phone,

email, instant messaging, ticketing systems, and walk-ups related to hardware, software, networking, and peripheral technologies.

Diagnoses and resolves issues across Windows (10/11) and macOS

platforms, including Active Directory, Office 365, MDM tools (e.g., JAMF, Intune), VPN connectivity, and common enterprise applications.

Provides Layer 1 and 2 support for wired and wireless network

troubleshooting, including IP configuration, DNS/DHCP issues, and user-level network access problems.

Collaborates with internal infrastructure and cybersecurity teams

for escalated or systemic issues; escalates issues appropriately following SLA guidelines.

Installs, configures, upgrades, and decommissions of user devices

and peripherals using enterprise deployment tools and best practices.

Conducts root cause analysis of incidents and provides proactive

recommendations to reduce future occurrences.

Maintains accurate documentation of all support activities in the

ITSM platform, including steps taken, resolution outcomes, and asset updates.

Supports new hire onboarding by preparing and validating IT

equipment, ensuring proper user access, and delivering first-day support.

Coordinates with vendors for hardware RMA, software licensing, and

warranty services.

Drafts technical evaluations and recommendations for

hardware/software procurements and upgrades.

Prepares and presents weekly performance reports to leadership,

identifying trends and areas for service improvement.

Participates in team meetings and knowledge-sharing sessions to

improve processes, tools, and user satisfaction.

Performs additional duties assigned in support of IT operations.

Be the ambassador of Fagron Family Rules, Values and Culture.

Fagron Sterile Services

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On-Site IT Support Agent