Senior Service Desk Technician

PCG is seeking a Senior IT Service Desk Technician for its corporate operations based in Lenexa, Kansas. Focused on delivering excellent customer support and timely resolutions. We’re looking for someone who already uses AI tools in a meaningful way, such as speeding up troubleshooting, drafting clearer communications, and improving documentation, and is excited to grow into additional capability supporting AI-enabled self-service over time using Microsoft Copilot Studio. Key Responsibilities: Field incoming support requests via phone and ServiceNow ITSM; triage, prioritize, troubleshoot, and resolve Tier 1/Tier 2 incidents and requests. Maintain excellent records of work completed, including troubleshooting steps, tests performed, and final outcomes; ensure tickets meet internal documentation standards. Engage and update assigned tickets within internal SLAs; communicate status and next steps clearly to customers. Escalate advanced issues to appropriate support teams/resolver groups, providing clear handoff notes and relevant evidence. Support device, identity, and collaboration tooling per environment standards, including Windows, Microsoft 365, Entra ID or Azure AD, Teams, VPN, and mobile devices. Assist with access provisioning, password and account issues, onboarding and offboarding tasks, and basic endpoint troubleshooting. Create and maintain knowledge articles, standard work instructions, and user-facing self-help content; produce written knowledge articles in ServiceNow Knowledge. Learn and progressively apply Copilot Studio or an equivalent platform to help maintain and improve end-user self-service, including updating knowledge sources, refining prompts and topics, and reviewing analytics, with guidance and training. Help identify high-volume or repetitive tickets and contribute ideas for improving self-service and deflection through knowledge articles, guided steps, light automation, and AI-assisted experiences where appropriate. Manage, execute, and document project work as assigned; contribute to continuous improvement initiatives. Track and report service desk trends such as top ticket drivers, repeat issues, and knowledge gaps, and recommend improvements to processes, documentation, and self-service, including AI-enabled improvements as they mature. Basic Requirements: 1–2 years of experience working support requests in an IT service desk or desktop support environment, or equivalent education and certifications. Exceptional customer service skills with strong written and verbal communication. Foundational understanding of Microsoft 365, including Office applications, and Windows operating systems. Foundational understanding of networking concepts, protocols, and equipment. Basic understanding of identity and access concepts, including Active Directory or Entra ID fundamentals and the server-client relationship. Basic hardware and software troubleshooting ability, including validating resolutions through appropriate testing. Basic experience supporting and configuring mobile devices. Ability to document work completed in a coherent and professional manner and write clear technical documentation for non-technical audiences. Demonstrated, practical use of AI tools such as Microsoft Copilot, ChatGPT, or similar to improve productivity and quality of support work across troubleshooting, documentation, and communications, along with willingness to learn additional tools and apply them responsibly. Salary range: $52,000 - $69,000 annual salary plus non-guaranteed annualized bonus program.  Preferred Qualifications: Experience supporting, configuring, or contributing to copilots in Microsoft Copilot Studio by working with knowledge sources, generative answers, topic tuning, and analytics, and strong interest in learning quickly. Exposure to Power Platform, including Power Automate, and interest in integrating light workflows and automation into support and self-service experiences. Understanding of ITIL concepts for incident, problem, and change management, along with common service desk metrics. Basic understanding of security and privacy considerations for AI, including data classification, least privilege, and safe knowledge sourcing. Relevant certifications are a plus, such as ITIL Foundation, CompTIA A+ or Network+, Microsoft Power Platform Fundamentals, and Microsoft 365 Fundamentals.