Help Desk Technician

Position Description /p

As a member of the Information Technology team, the Help Desk Technician supports company‑managed devices — Windows desktops and laptops, macOS, Android, and iOS — along with the applications and cloud services staff rely on. This is a customer‑facing, front‑line role responsible for resolving end‑user issues across hardware, software, identity, and endpoint platforms, including triaging day‑to‑day security‑related access issues, while working within established Service Level Agreements (SLAs) and change‑management protocols.

The ideal candidate has strong troubleshooting, time‑management, and communication skills and a genuine customer‑service orientation.

Responsibilities ul liProvide front‑line support across email, chat, and ticket portal. Resolve incidents and service requests within established SLAs, escalating complex or policy‑level issues to senior IT staff as needed. liTriage, prioritize, and route tickets; keep affected users informed throughout the resolution process; flag recurring issues for root‑cause review.
liProvision, image, and deploy Windows and macOS endpoints using Intune Autopilot in addition to supporting Android and iOS devices through MDM. liManage day‑to‑day account lifecycle tasks: onboarding and offboarding support, Entra  changes, security group and license assignment, device provisioning, and password resets. liSupport routine security‑related IT operations and user access requests across tools including Rapid7, Cisco Umbrella, Crowd Strike, Cisco Duo, KnowBe4, and password manager;

escalating unusual or high‑risk issues to senior IT/security staff as needed. liSupport Microsoft 365 (Exchange Online, SharePoint, One Drive), including mailboxes, permissions, shared mailboxes, distribution groups, and security groups, as well as collaboration tools such as Slack and Zoom. liTroubleshoot LAN, Wi‑Fi, VPN connectivity, and remote/hybrid access issues. liMaintain hardware and software asset inventory throughout the device lifecycle, including procurement requests, deployment, refreshes, warranty/RMA coordination, and vendor support.
liMaintain knowledge base articles, runbooks, and standard operating procedures (SOPs). Deliver end‑user training and new‑hire IT orientation. liContribute to IT initiatives, including technology rollouts, system migrations, and hardware refresh projects. /ul Qualifications ul liGenerally 2–4 years of IT support, helpdesk, or desktop experience, or a combination of education and experience. liWindows desktop/laptop and macOS support. liFamiliarity with MDM/endpoint management concepts (Intune).
liFamiliarity with identity and Microsoft 365 fundamentals — Entra , Exchange Online, SharePoint Online. liFamiliarity with MFA enrollment/troubleshooting and conditional access concepts — hands‑on user‑facing troubleshooting experience; this role does not require policy administration experience. liBasic networking fundamentals — TCP/IP, DNS, DHCP, VPN. liITSM/ticketing platform experience (Fresh service, Salesforce Service Cloud, JIRA). liBasic scripting/automation exposure (Power Shell) a plus, not required.
liCertifications (preferred, not required):
CompTIA A+, Network+;
Microsoft MS‑900 (Microsoft 365 Fundamentals), CompTIA Security+. li

Education:

High school diploma or equivalent required;
Associate's or Bachelor's degree a plus. /ul Success Criteria ul liDemonstrated ability to prioritize, troubleshoot, and resolve tickets within a defined SLA. liStrong written and verbal communication in a professional environment; able to translate technical concepts for non‑technical audiences. liCustomer‑service orientation — patience and empathy with non‑technical users; composure under pressure. liSound judgment about when to resolve an issue directly vs.

escalating — particularly for security‑related access requests that fall outside routine triage. liExperience supporting a distributed/hybrid workforce preferred. liProfessionalism, discretion, and confidentiality when handling sensitive data and access requests. liWork ethic that aligns with KPA's core values:
Trust (earning trust through integrity, expertise, and acting in…