Help Desk Technician
Job Location:
Lafayette, IN - USA
Hourly Salary:
Posted on:
Vacancies:
Job Summary
Who We Are
KPA helps automotive businesses keep their people safe protect their operations and stay ahead of regulatory change with our 3 Pillars for Complete Compliance: Software Consulting and Training. Since 1986 KPA has helped automotive businesses navigate the complexities of compliance.Named as one ofBuilt In Colorados Best Places to Workfor seven years in a rowKPAis made up of talented individuals working together for the greater here to help our clients buildsafe thriving organizations and were looking for people with a common goal to help us do it.
Position Description:
As a member of the Information Technology team the Help Desk Technician supports company-managed devices Windows desktops and laptops macOS Android and iOS along with the applications and cloud services staff rely on. This is a customer-facing front-line role responsible for resolving end-user issues across hardware software identity and endpoint platforms including triaging day-to-day security-related access issues while working within established Service Level Agreements (SLAs) and change-management protocols. The ideal candidate has strong troubleshooting time-management and communication skills and a genuine customer-service orientation.
Responsibilities:
- Provide front-line support across email chat and ticket portal. Resolve incidents and service requests within established SLAs escalating complex or policy-level issues to senior IT staff as needed.
- Triage prioritize and route tickets; keep affected users informed throughout the resolution process; flag recurring issues for root-cause review.
- Provision image and deploy Windows and macOS endpoints using Intune Autopilot in addition to supporting Android and iOS devices through MDM.
- Manage day-to-day account lifecycle tasks: onboarding and offboarding support Entra ID account changes security group and license assignment device provisioning and password resets.
- Support routine security-related IT operations and user access requests across tools including Rapid7 Cisco Umbrella CrowdStrike Cisco Duo KnowBe4 and password manager; escalating unusual or high-risk issues to senior IT/security staff as needed.
- Support Microsoft 365 (Exchange Online SharePoint OneDrive) including mailboxes permissions shared mailboxes distribution groups and security groups as well as collaboration tools such as Slack and Zoom.
- Troubleshoot LAN Wi-Fi VPN connectivity and remote/hybrid access issues.
- Maintain hardware and software asset inventory throughout the device lifecycle including procurement requests deployment refreshes warranty/RMA coordination and vendor support.
- Maintain knowledge base articles runbooks and standard operating procedures (SOPs). Deliver end-user training and new-hire IT orientation.
- Contribute to IT initiatives including technology rollouts system migrations and hardware refresh projects.
Qualifications
- Generally 24 years of IT support helpdesk or desktop experience or a combination of education and experience.
- Windows desktop/laptop and macOS support.
- Familiarity with MDM/endpoint management concepts (Intune).
- Familiarity with identity and Microsoft 365 fundamentals Entra ID Exchange Online SharePoint Online.
- Familiarity with MFA enrollment/troubleshooting and conditional access concepts hands-on user-facing troubleshooting experience; this role does not require policy administration experience.
- Basic networking fundamentals TCP/IP DNS DHCP VPN.
- ITSM/ticketing platform experience (Freshservice Salesforce Service Cloud JIRA).
- Basic scripting/automation exposure (PowerShell) a plus not required.
- Certifications (preferred not required): CompTIA A Network; Microsoft MS-900 (Microsoft 365 Fundamentals) CompTIA Security.
- Education: High school diploma or equivalent required; Associates or Bachelors degree a plus.
Success Criteria:
- Demonstrated ability to prioritize troubleshoot and resolve tickets within a defined SLA.
- Strong written and verbal communication in a professional environment; able to translate technical concepts for non-technical audiences.
- Customer-service orientation patience and empathy with non-technical users; composure under pressure.
- Sound judgment about when to resolve an issue directly vs. escalate particularly for security-related access requests that fall outside routine triage.
- Experience supporting a distributed/hybrid workforce preferred.
- Professionalism discretion and confidentiality when handling sensitive data and access requests.
- Work ethic that aligns with KPAs core values: Trust (earning trust through integrity expertise and acting in the clients best interest) Innovation (continuously seeking out ways to better serve clients) Excellence (holding ourselves to high standards in everything we do) and Results (moving with purpose to deliver meaningful outcomes).
Compensation:
- Annual pay rate between $33-36 per hour
- Bonus potential up to 7.5% annually
- This is a non-exempt full-time position
Physical Requirements:
- Working at a computer typing and view a screen - Constantly
- Stationary sitting or standing - Constantly
- Visual Recognition - Constantly
- Communicating verbally and/or in writing - Often
- Hearing/Listening - Occasionally
- Travel - Seldom
Dont meet every job requirement At KPA we are dedicated to building a diverse inclusive and authentic workplace. Studies have shown that women and people of color are less likely to apply unless they meet every requirement. If youre excited about the role but your past experience doesnt align perfectly with every qualification we still encourage you to apply! You might just be the right candidate for this or other roles.
Please note that we may use AI tools to assist in the initial screening of resumes to help identify qualified candidates more efficiently. All decisions are reviewed by a human recruiter and no hiring determination is made solely by automated means.
KPA is committed to providing equal opportunity in all of our employment practices including selection hiring promotion transfer and compensation to all qualified applicants and employees without regard to race religion religious dress/grooming color ethnicity sex (including sex stereotyping) sexual orientation gender identity or gender expression national origin ancestry citizenship status creed uniform service member status military or veteran status marital status pregnancy breast-feeding and/or pregnancy-related conditions age protected medical condition leave status physical or mental disability genetic characteristics or any other legally-protected status in accordance with the requirements of all federal state and local compliance with federal law all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
If you need assistance or an accommodation due to a disability you may contact us atemailprotected.
Required Experience:
IC
About Company
Improve safety and stay compliant. Learn why 10,000 companies trust KPA EHS Software and consulting to keep their companies safe.
