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Technical Support Specialist

2 months ago

Lake Mary, Florida, United States Kappa Services Full time
Job Overview

Position Title: Help Desk Support

Salary: $38,000 Per Year

Location: In-Office Attendance

Position Summary: At Kappa Services, we value our employees as our greatest asset. We are in search of a motivated and technology-savvy Help Desk Support professional. The ideal candidate will possess a strong customer service orientation and a passion for problem-solving, continuously seeking opportunities for personal and organizational improvement.

The primary responsibility of the Help Desk Support role is to manage incoming support inquiries, generate service tickets, and deliver first-level assistance to all users promptly while ensuring exceptional customer service. You will engage with our esteemed clients regularly and must be able to work efficiently with minimal supervision. Our preferred candidate will support clients' IT environments, including hardware, servers, PCs, printers, firewalls, and software across various organizations. Adaptability to diverse IT settings, effective communication, and meticulous documentation skills are essential.

Key Technical Responsibilities:

  • Provide IT support for technical issues related to core business applications.
  • Understand Windows Server environments, DHCP, and DNS systems; knowledge of Azure AD is advantageous.
  • Install, restore, and troubleshoot Windows OS issues, running diagnostics as needed.
  • Troubleshoot email issues with Microsoft 365, Exchange, and Outlook.
  • Resolve software and hardware issues on PCs.
  • Advocate for client IT security and system stability.
  • Manage anti-virus and spam filtering solutions.
  • Oversee new computer setups for clients.
  • Troubleshoot printing and internet connectivity issues.
  • Conduct initial user termination processes.
  • Evaluate and address computer performance issues.
  • Handle minor end-user support queries.
  • Reimage PCs and perform password resets.

Core Responsibilities:

  • Respond to inbound support calls, create service tickets, and provide initial support to users.
  • Triage support tickets to ensure efficient resource allocation for prompt resolution.
  • Monitor incoming support emails and manage the ticketing process.
  • Utilize ticketing software to track time and resolutions.
  • Route and redirect issues to appropriate resources.
  • Escalate tickets to higher support levels when necessary.
  • Perform timely troubleshooting, limiting ticket handling to 15-20 minutes without further guidance.
  • Document internal processes and procedures related to job duties.
  • Follow up with clients, providing updates and ensuring resolution of issues.
  • Respond quickly to clients with a friendly demeanor and timely follow-ups.
  • Effectively manage multiple issues simultaneously; multitasking is essential.
  • Engage in continuous education and personal development related to job responsibilities.
  • Learn and utilize Kappa tools to enhance customer support.
  • Communicate with clients as needed, keeping them informed of incident progress and changes.
  • Maintain thorough documentation of service requests, resolutions, technical notes, and user information.
  • Exhibit strong attention to detail and self-reliance, meeting established deadlines.

Essential Soft Skills:

  • Strong client-facing skills with excellent communication abilities.
  • Client service-oriented with a commitment to teamwork, adaptability, and initiative.
  • Drive to ensure client success and satisfaction.
  • Ability to prioritize urgent client needs.
  • Strong technical curiosity and a desire for continuous growth.
  • Work independently with minimal guidance.
  • Exhibit a strong work ethic and accountability.
  • Commitment to completing tasks correctly the first time.

Qualifications:

  • Minimum of five years of experience in the IT field.
  • Proven experience in providing help desk support.
  • Ability to multitask and adapt quickly to changes.
  • Background check required.
  • Good driving record and drug testing may be necessary.
  • Flexibility for occasional nights, holidays, and after-hours work.
  • Degree in IT preferred.
  • This is an in-office position; company attire is required.

Benefits:

  • Competitive salary.
  • Retirement plan with a 3% company match.
  • Health benefits.
  • Paid time off and holiday benefits.
  • Birthday off.
  • Mileage reimbursement.
  • Company outings.
  • Access to office snacks.
  • Focus on work/life balance with a standard 40-hour workweek.
  • Opportunities for technology training and certifications.
  • A fun work environment; Kappa has been recognized as one of the "Best Places to Work" for five consecutive years.

Additional Information:

  • A valid driver's license and insurance with reliable transportation may be required for occasional travel to client offices.
  • Selected applicants will undergo a criminal, employment, and motor vehicle background check.