Help Desk Technician

Position Description

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.

• Provide 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.
• Triage, prioritize, and route tickets; keep affected users informed throughout the resolution process; flag recurring issues for root-cause review.
• Provision, image, and deploy Windows and macOS endpoints using Intune Autopilot in addition to supporting Android and iOS devices through MDM.
• Manage day-to-day account lifecycle tasks: onboarding and offboarding support, Entra  changes, security group and license assignment, device provisioning, and password resets.
• Support 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.
• Support 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.
• Troubleshoot LAN, Wi-Fi, VPN connectivity, and remote/hybrid access issues.
• Maintain hardware and software asset inventory throughout the device lifecycle, including procurement requests, deployment, refreshes, warranty/RMA coordination, and vendor support.
• Maintain knowledge base articles, runbooks, and standard operating procedures (SOPs). Deliver end-user training and new-hire IT orientation.
• Contribute to IT initiatives, including technology rollouts, system migrations, and hardware refresh projects.

• Generally 2–4 years of IT support, helpdesk, or desktop experience, or a combination of education and experience.
• Windows desktop/laptop and macOS support.
• Familiarity with MDM/endpoint management concepts (Intune).
• Familiarity with identity and Microsoft 365 fundamentals — Entra , Exchange Online, SharePoint Online.
• Familiarity with MFA enrollment/troubleshooting and conditional access concepts — hands-on user-facing troubleshooting experience; this role does not require policy administration experience.
• Basic networking fundamentals — TCP/IP, DNS, DHCP, VPN.
• ITSM/ticketing platform experience (Fresh service, Salesforce Service Cloud, JIRA).
• Basic scripting/automation exposure (Power Shell) a plus, not required.
• Certifications (preferred, not required):
  CompTIA A+, Network+;
  Microsoft MS-900 (Microsoft 365 Fundamentals), CompTIA Security+.
• Education:
  
  High school diploma or equivalent required;
  Associate's or Bachelor's degree a plus.

• Demonstrated ability to prioritize, troubleshoot, and resolve tickets within a defined SLA.
• Strong written and verbal communication in a professional environment; able to translate technical concepts for non-technical audiences.
• Customer-service orientation — patience and empathy with non-technical users; composure under pressure.
• Sound judgment about when to resolve an issue directly vs. elevate — particularly for security-related access requests that fall outside routine triage.
• Experience supporting a distributed/hybrid workforce preferred.
• Professionalism, discretion, and confidentiality when handling sensitive data and access requests.
• Work ethic that aligns with KPA's core values:
  Trust (earning trust through integrity, expertise, and acting in the client's best interest), Innovation (continuously seeking out ways to better serve…