Rapid Response Technician - Kansas City, MO

Company Description · At CyTek, we've been raising the bar for what it means to be a best-in-class Managed Service and Cybersecurity Provider for the past 28 years. Our growth has been primarily organic, built on referrals and a reputation for excellence that we take seriously. S ...

Job description

Company Description

At CyTek, we've been raising the bar for what it means to be a best-in-class Managed Service and Cybersecurity Provider for the past 28 years. Our growth has been primarily organic, built on referrals and a reputation for excellence that we take seriously. Strong investments in our service delivery and operations combine to have landed us on the list of Kansas City's fastest-growing tech companies for the last two years and recognized as one of the regions largest family-owned companies in 2025. Our growth and long-term vision align to mean that every A+ player on our team today has a clear path to grow - your next step is earned, not waited on.

Role Description

We are seeking a Rapid Response Technician to join our team in a full-time, on-site capacity at our Kansas City, MO location. Responsibilities include responding to urgent IT issues, troubleshooting and resolving technical problems, providing exceptional support to clients, monitoring systems for potential vulnerabilities, and ensuring IT infrastructure remains secure and operational. The technician will collaborate closely with other IT professionals while maintaining a commitment to efficiency and accuracy in a fast-paced environment.

Our Core Values

• Technical Support, System Monitoring, and IT Troubleshooting skills
• Lead with positivity
• Urgently delight our clients
• Operate with full transparency
• Mutual Respect
• Be empowered to affect outcomes

About the Role

Rapid 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 Focus

• Field inbound support requests via phone and email; create, update, and manage tickets with clear, thorough notes
• Provide customer-centric first-level troubleshooting for common end-user and office technology issues
• Triage and prioritize issues appropriately based on impact and urgency; escalate when needed using established processes
• Troubleshoot 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 tickets
• Perform basic remote support using approved tooling; coordinate scheduling when an issue requires on-site or higher-tier assistance
• Maintain 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 consistently
• Work collaboratively to ensure smooth handoffs and a consistent client experience
• Be 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 & Knowledge

You 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 applications
• Microsoft 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 plus

Key Non-Technical Attributes

• Professional communication skills via phone and email; ability to translate technical steps into clear client guidance
• Calm, steady presence, especially when clients are stressed or issues are urgent
• Strong follow-through: you "own" the ticket until it's resolved or properly escalated
• Team mindset: collaborate, ask for help when needed, and contribute to shared success
• A learner's mindset: curiosity, humility, and the drive to improve your troubleshooting skills

Preferred Experience

• 3-5+ 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 compelling
• A creative, solution-oriented outlook and the drive to work with a high degree of autonomy.

Benefits

• Paid Vacation, Sick, and Personal days
• Paid Holidays
• 100% Company Paid Health Insurance
• 100% Company Paid Dental Plan
• 401(K) with match
• Authentic Culture Fostering Learning and Growth
• Open, Transparent, and Authentic Team-Centric Environment

Applications will be considered on a rolling basis until the position is filled.