On-Site IT Support Agent

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.