IT Helpdesk Support

The IT Helpdesk Support role is responsible for managing and resolving technical support requests provisioning and maintaining access and systems and ensuring smooth onboarding/offboarding processes. The role is key in delivering reliable IT service and support to employees while also contributing to broader IT initiatives documentation and continuous learning.

Key Responsibilities:

365 Administration

• 365 Application Administration
• Exchange Administration
  • Manage user mailboxes distribution lists and shared mailboxes.
  • Monitor and troubleshoot email delivery and access issues.
• Multi-Factor Authentication (MFA)
  • Implement and manage MFA for users to enhance security.
  • Provide support and troubleshooting for MFA-related access problems.

Access Provisioning

• Manage and provision access for all company applications ensuring users have the appropriate permissions.
• Respond to and resolve access requests and issues efficiently.
• Maintain records of access levels and update them based on role changes or organizational requirements.

Onboarding/Offboarding

• Onboarding New Hires
  • Coordinate the onboarding process ensuring all IT requirements are set up for new hires.
  • Prepare PCs accounts and access for new employees ensuring readiness on the first day.
• PC Preps
  • Configure and prepare new and existing PCs for deployment ensuring all software and configurations meet company standards.
• Offboarding/Terminations (Access)
  • Ensure proper deactivation of accounts and removal of access for terminated employees.
  • Follow security protocols for data and access management during offboarding.
• Auditing
  • Conduct regular audits to verify user access aligns with company policies and compliance requirements.
  • Document and report findings to IT management for any necessary corrective actions.

Software Support

• Install update and troubleshoot software applications as needed.
• Ensure all software licenses are managed and compliant with company policies.
• Provide support and training for end users on the effective use of software applications.

Helpdesk Support

• Triage/Assignment
  • Triage incoming helpdesk tickets and assign them based on priority and expertise needed.
  • Monitor ticket queues and escalate issues as needed to ensure timely resolution.
• L1L2 Tickets
  • Resolve Level 1 to Level 2 support tickets ranging from basic troubleshooting to more complex IT issues.
  • Escalate Level 2 problem tickets and Level 3 tickets as needed.
  • Maintain communication with users throughout the ticket resolution process ensuring a positive customer experience.

Project Duties

• Participate in IT projects as assigned contributing to tasks such as software rollouts hardware upgrades or process improvements.
• Collaborate with other IT team members to ensure successful project implementation and completion.

Documentation

• Create and update documentation for IT processes procedures and troubleshooting guides.
• Ensure documentation is accurate up-to-date and easily accessible for both the IT team and end users.

Professional Development

• Allocate time for training research and staying current with industry standards and technologies.
• Engage in online courses and workshops to enhance skills relevant to the help desk role.
• Participate in IT certifications and professional development programs to advance knowledge and skills.

Preferred Qualifications:

• Bachelors degree in Information Technology Computer Science or a related field.
• 13 years of experience in IT support or helpdesk roles.
• Familiarity with Microsoft 365 administration including Exchange MFA and user provisioning.
• Working knowledge of IT hardware Windows OS and common enterprise software.
• Strong troubleshooting skills and ability to communicate effectively with end users.

Physical Requirements

• Must be able to sit stand kneel stoop walk and sit for extended periods of time

• Must be physically capable of lifting and carrying up to 25 lbs.

• Accessibility: If you need ADA accommodations as part of the employment process please contact Knobelsdorff Human Resources via email at.

Why Work for Knobelsdorff

In the early 1980s in a small garage on a plot of family-owned land Knobelsdorff Enterprises began. At the beginning KE was a small operation serving local agricultural and industrial facilities. Three decades of hard work and a commitment to excellence has grown KE into four divisions. Teamwork and dedication to our core values
has expanded our operations nationwide and have grown to surpass 600 employees. We continue to grow and drive success with the same steadfast dedication and core values since the start. Join us today!

• We offer our employees a career with plenty of room to grow. We offer customizable training programs and educational stipends so employees can continue to develop.

• Great benefits with a wide selection of options to choose from. Our benefit package includes a competitive compensation and benefits package including paid health dental life long-term disability vacation and a 401(k)-retirement plan with company match

• We offer an unparalleled culture that allows employees a work/home balance that fits their lifestyle choices. We have paid vacation based on years of service as well as unpaid vacation to meet your own work/life balance choices.

• We have full time work booked years in advance to offer you sustainable employment.
• For more about our culture visit our careers page at

EEO

Knobelsdorff is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race color ancestry religion sex national origin sexual orientation age citizenship marital status disability gender identity or Veteran status.

• • Equal Opportunity Employer including disabled and veterans.
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