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.
