Job Description
Job Description
Salary : 40,000 - 45,000 Per Year
JOB TITLE : Help Desk Associate
LOCATION : In-Office Attendance- Lake Mary, FLIN-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 requestsCreate support tickets, and manage the ticket process by assigning, tracking, routing, and redirecting problems to correct resourcesPrioritize clients support requests in order of most urgentFollow the ticket opening processes and communications to clients to ensure they are aware their request has been acknowledgedTriage support tickets to best resource to resolve the issue / load balance tickets to techs for quickest resolutionContinually monitor ticketing system to ensure tickets are addressed quickly, reassigning tickets if needed to ensure a quick response to clientsMonitor alerts from all monitoring softwares and assign or close tickets as neededHelp Desk Support
Provide the first level of support (within your wheelhouse and within the above technical functions list) to all end-usersPerform troubleshooting within a timely manner, by not spending more than 15-20 minutes on a ticket without further directionProperly escalate tickets to the next level of support after 15-20, continue to follow up on ticket to learn how the issue was resolvedUse ticketing program to track all time and support resolutionsCommunication with customers as required : keeping them informed of incident progress, notifying them of impending changes, and outagesFollow up with customers, provide feedback and see problems through to resolutionMust Document, document, document your service request details, resolution's, technical notes, passwords, end-user information and equipmentVery detail-oriented, self-reliant; with the ability to meet established deadlinesOther Skills
Strong client-facing, enthusiastic with good communication skillsLearn and use the available Kappa tools to better support our customersQuick to respond to clients with an understanding approach, and a follow up to customers promptlySuccessfully work on more than one issue at a time. Multitasking abilities is a mustVery detail-oriented, self-reliant; with the ability to meet established deadlinesContinue education and personal growth on subjects related to responsibilitiesMust be client service oriented and believe in teamwork, collaboration, adaptability & initiative.Possesses a drive to ensure clients success and satisfactionMust possess a strong technical curiosity and continued desire to growWork independently with little instruction, and work tasks without much supervisionHave a great work ethic (Made a mistake? Own up to it and learn)Willingness to get the job done right the first timeREQUIREMENTS :
Five years minimum experience in IT FieldProven working experience in providing help desk supportAbility to multi-task and adapt to changes quicklyBackground checkGood driving recordDrug testingFlexible occasional nights, holidays and after- hoursOn-call rotation requiredDegree in IT is preferredIn- office position, company shirts requiredWHAT IS IN IT FOR YOU?!?
Competitive payRetirement plan with 3% company matchHealth benefitsTime off and paid holiday benefitsEnjoy your birthday offMileage reimbursementCompany outingsAll the office snacks you can eatWork / life balance with a focus on a 40-hour workweekTechnology training and certifications i.e. Dell, SonicWALL & other certificationsFun work environment, Kappa is rated "Best Places to Work" 5 years in a row!ADDITIONAL INFORMATION :
Valid drivers 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.
