It Service Desk Technician

Kingspan Americas is part of Kingspan Group, a global leader in high‑performance insulation and building envelope solutions. With operations in more than 80 countries, the Group is committed to advancing a net‑zero emissions future and delivering sustainable, high‑performance products for buildings around the world.
Across North America and LATAM, Kingspan Americas includes multiple business units, 25 manufacturing sites, and continues to grow through ongoing investment and strategic acquisitions. The region operates within a decentralized model, with each business managing its own systems and applications while leveraging shared IT infrastructure and support.
Kingspan Americas IT functions as a divisional shared service, providing the core network, infrastructure, and frameworks that enable each business to innovate, streamline processes, and adopt new technologies, including automation and AI, to drive efficiency and growth.

We are looking for an IT Service Desk Technician for our Deland, FL office!

This is a full time, onsite, in-person position

Sponsorship is not available for this opportunity

The IT Service Desk Technician provides responsive technical support to Kingspan Americas employees through phone, chat, remote tools, and in‑person support at offices and manufacturing plants. The role independently resolves common and complex end‑user technology issues, maintains accurate service records, and escalates issues that fall outside the role's technical scope or access permissions.

The role handles issues from initial triage through resolution or documented escalation, deploys and troubleshoots software and end‑user devices, and contributes to knowledge documentation, process improvements, and assigned IT projects.

• Primary Queue Ownership: Serve as a primary responder for the Service Desk phone and ticketing queue, independently managing a personal ticket workload and pulling tickets responsibly to provide timely support to Kingspan Americas employees in accordance with established service expectations.
• Advanced Incident Resolution: Provide in‑depth troubleshooting for Windows 11, Microsoft 365, and proprietary business applications, resolving complex issues that would otherwise require infrastructure team intervention.
• Hardware & Mobility: Install, configure, and maintain desktops, laptops, and mobile devices (iOS/Android). Manage mobile deployments through MDM platforms.
• Remote & On‑Site Support: Support a distributed workforce using remote assistance tools; participate in periodic travel, generally no more than one week per month, to remote offices and manufacturing plants for high‑touch support or deployments.

• Data Integrity: Meticulously log all interactions—including calls, walk‑ups, and direct messages—within the Service Desk ticketing system.
• SLA Adherence: Monitor, update, and close tickets in strict alignment with established Service Level Agreements (SLAs).
• Escalation Management: Triage complex issues and decide when to escalate on assigned tickets, documenting troubleshooting steps and work performed before engaging senior technical staff to ensure an efficient and informed handoff.
• Knowledge Documentation: Create and edit internal and customer‑facing troubleshooting documentation, including Knowledge Base (KB) articles and Standard Operating Procedures (SOPs).
• Root Cause Analysis: Identify recurring technical trends and propose system enhancements or training opportunities to reduce ticket volume.
• Compliance: Maintain strict adherence to the IT Manual, Kingspan North America Employee Handbook, and security compliance requirements.

• IT Projects: Contribute to ad hoc…