JOB TITLE: Help Desk Associate

LOCATION: In-Office Attendance - Lake Mary, FL IN-OFFICE

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, manage and monitor 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:

Understanding of Microsoft's core business applications 365, Sharepoint, Azure, Outlook and others
Update/restore/install and resolve any Windows OS PC problems and run diagnostics as necessary
Troubleshoot minor email issues with 365, Exchange and Outlook
Troubleshoot and repair PC software and hardware issues
Troubleshoot minor printing and networking issues
Troubleshoot and evaluate computer slowness and remediate
Troubleshoot and resolve Internet issues
Assist with user password resets, changes and updates
Work with and installing\reloading hard drives and other PC hardware
Responsible for managing new computer setups for clients
Reimage PC's by working with images
Anti-Virus and MDM management and support
iPad and mobile phone assistance
Assist with MFA issues and resets

RESPONSIBILITIES:

Support Triage

Answer inbound support phone calls and monitor support email and ticket portal for client support requests
Create support tickets, and manage the ticket process by assigning, tracking, routing, and redirecting problems to correct resources
Prioritize clients support requests in order of most urgent
Follow the ticket opening processes and communications to clients to ensure they are aware their request has been acknowledged
Triage support tickets to best resource to resolve the issue/ load balance tickets to techs for quickest resolution
Continually monitor ticketing system to ensure tickets are addressed quickly, reassigning tickets if needed to ensure a quick response to clients
Monitor alerts from all monitoring softwares and assign or close tickets as needed

Help Desk Support

Provide the first level of support (within your wheelhouse and within the above technical functions list) to all end-users
Perform troubleshooting within a timely manner, by not spending more than 15-20 minutes on a ticket without further direction
Properly escalate tickets to the next level of support after 15-20, continue to follow up on ticket to learn how the issue was resolved
Use ticketing program to track all time and support resolutions
Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and outages
Follow up with customers, provide feedback and see problems through to resolution
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

Other Skills

Strong client-facing, enthusiastic with good communication skills
Learn and use the available Kappa tools to better support our customers
Quick to respond to clients with an understanding approach, and a follow up to customers promptly
Successfully work on more than one issue at a time. Multitasking abilities is a must
Very detail-oriented, self-reliant; with the ability to meet established deadlines
Continue education and personal growth on subjects related to responsibilities
Must be client service oriented and believe in teamwork, collaboration, adaptability & initiative.
Possesses a drive to ensure clients success and satisfaction
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
On-call rotation required
Degree in IT is preferred
In- office position, company shirts required

WHAT IS IN IT FOR YOU?!?

Competitive pay
Retirement plan with 3% company match
Health benefits
Time off and paid holiday benefits
Enjoy your birthday off
Mileage reimbursement
Company outings
All the office snacks you can eat
Work/life balance with a focus on a 40-hour workweek
Technology training and certifications i.e. Dell, SonicWALL & other certifications
Fun work environment, Kappa is rated "Best Places to Work" 5 years in a row!

ADDITIONAL INFORMATION:

Valid driver’s license and insurance with reliable transportation. This position will require some in-frequent travel to the other client offices as needed.

Applicants selected will be subject to a criminal, employment, and motor vehicle background check.

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