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.

Responsibilities:

• 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 ID account 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, CrowdStrike, 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, OneDrive), 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.

Qualifications

• 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 ID, 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 (Freshservice, Salesforce Service Cloud, JIRA).
• Basic scripting/automation exposure (PowerShell) 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.

Success Criteria:

• 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. escalate - 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 clients), Excellence (holding ourselves to high standards in everything we do), and Results (moving with purpose to deliver meaningful outcomes).

Compensation:

• Annual pay rate between $33-36 per hour
• Bonus potential up to 7.5% annually
• This is a non-exempt, full-time position

Physical Requirements:

Physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Working at a computer typing and view a screen - Constantly
• Stationary sitting or standing - Constantly
• Visual Recognition - Constantly
• Communicating verbally and/or in writing - Often
• Hearing/Listening - Occasionally
• Travel - Seldom