HELP DESK SUPPORT

Salary: 40,000 - 45,000 Per Year

JOB TITLE: Help Desk Associate

LOCATION: In-Office Attendance  - Lake Mary, FL

 

POSITION OVERVIEW: At Kappa, our employees are our most treasured asset which is why we are looking for a dynamic and passionate follower of technology! We are looking for a customer service focused, professional Help Desk Associate. The right candidate must love a challenge and constantly be looking for ways to improve themselves and the companies they work for.

 

The main responsibility of the Help Desk Associate is to answer inbound support calls, create service tickets, and provide the first level of support to all end-users in a timely manner while delivering great customer service. You will interact with our amazing clients routinely and possess the ability to work happily and promptly under minimal supervision. Our ideal candidate shall support clients’ networked IT environments including hardware, servers, PCs, printers, firewalls, and software for a variety of diverse small, medium-sized and enterprise organizations. You should have the ability to adapt to different IT environments quickly, maintain good communication, smile, offer praiseworthy IT support, and attain comprehensive detailed documentation skills.

 

Customer service is number one at Kappa Computer Systems, supporting our clients with a confident and happy can-do attitude is priceless. Building invaluable relationships with our clients and the Kappa team is key to everyone's success.

TECHNICAL FUNCTIONS:

• IT support relating to technical issues involving Microsoft's core business applications
• Intermediate understanding of Windows Server Environment, Domain Controllers, DHCP, and DNS Systems. Knowledge of Azure AD a plus
• Update/restore/install and resolve any Windows OS problems and run diagnostics as necessary
• Troubleshoot e-mail issues with 365, Exchange and Outlook
• Troubleshoot PC software and hardware issues
• Understand and advocate for client IT Security, and system stability
• Anti-Virus and spam filtering management and support
• Responsible for managing new computer setups for clients
• Troubleshoot printing issues
• Resolve Internet issues
• Complete initial user termination processes
• Evaluate computer slowness
• Minor end-user support issues
• Reimage PC’s
• Password resets

RESPONSIBILITIES:

• Answer inbound support calls, create service tickets, and provide the first level of support to all end-users
• Monitor incoming support e-mail requests and managed the ticket process
• Use ticketing program to track all time and support resolutions
• Track, route, and redirect problems to correct resources
• Properly escalate unresolved queries to the next level of support
• Perform troubleshooting within a timely manner, by not spending more than 15-20 minutes on a ticket without further direction
• Document internal processes and procedures related to duties and responsibilities
• Follow up with customers, provide feedback and see problems through to resolution
• Quick to respond to clients with an understanding approach, and a follow up to customers promptly
• Can successfully work on more than one issue at a time. Multitasking abilities is a must
• Continue education and personal growth on subjects related to responsibilities
• Learn and use the available Kappa tools to better support our customers
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and outages
• Must Document, document, document your service request details, resolution's, technical notes, passwords, end-user information and equipment
• Very detail-oriented, self-reliant; with the ability to meet established deadlines

SOFT SKILLS:

• Strong client-facing, enthusiastic with good communication skills
• Must be client service oriented and believe in teamwork, collaboration, adaptability & initiative.
• Possesses a drive to ensure clients success and satisfaction
• Can prioritize clients in order of most urgent
• Must possess a strong technical curiosity and continued desire to grow
• Work independently with little instruction, and work tasks without much supervision
• Have a great work ethic (Made a mistake? Own up to it and learn)
• Willingness to get the job done right the first time

REQUIREMENTS:

• Five years minimum experience in IT Field
• Proven working experience in providing help desk support
• Ability to multi-task and adapt to changes quickly
• Background check
• Good driving record
• Drug testing
• Flexible occasional nights, holidays and after- hours
• Degree in IT is preferred
• In- office position, company shirts required

WHAT IS IN IT FOR YOU?!

• Competitive Pay
• Retirement plan with up to 3% Company Match
• Health Benefits, includes dental and vision
• Time Off Benefits
• 8 Paid Holidays Off
• Company Team Building Outings
• Office Snacks
• Office Lunches
• Work/life balance with a focus on a 40-hour workweek
• Technology training and certifications
• In-house training, why not learn something new!