Help Desk Technician

Join KPA’s IT team and help automotive businesses protect people, safeguard operations, and stay ahead of regulatory change through our Software, Consulting, and Training pillars. Since 1986, KPA has supported clients in navigating compliance challenges, and we have been named one of Built In Colorado’s Best Places to Work for seven consecutive years. This is a role where collaboration, dependable support, and a service-oriented mindset drive real impact across a distributed workforce.

Responsibilities

• Provide frontline support across email, chat, and ticket portal; resolve incidents and service requests within SLAs and escalate complex or policy-level issues to senior IT staff as needed.
• TriAge, prioritize, and route tickets; keep affected users informed throughout resolution; flag recurring issues for root-cause review.
• Provision, image, and deploy Windows and macOS endpoints using Intune Autopilot; support Android and iOS devices via MDM.
• Manage day-to-day account lifecycle tasks including onboarding/offboarding support, Entra ID changes, security group and license assignments, device provisioning, and password resets.
• Support routine security-related IT operations and user access requests across tools such as Rapid7, Cisco Umbrella, CrowdStrike, Cisco Duo, KnowBe4, and password managers; escalate 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, along with collaboration tools like 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 SOPs; deliver end-user training and new-hire IT orientation.
• Contribute to IT initiatives, including technology rollouts, system migrations, and hardware refresh projects.

Requirements

• Generally 2–4 years of IT support, helpdesk, or desktop experience.
• Windows desktop/laptop support; macOS support.
• Familiarity with MDM/endpoint management concepts (Intune) and Entra ID.
• Experience with Exchange Online and SharePoint Online; MFA enrollment/troubleshooting and conditional access concepts.
• Hands-on user-facing troubleshooting experience; basic networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• ITSM/ticketing platform experience (Freshservice, Salesforce Service Cloud, JIRA).
• Basic scripting/automation exposure (PowerShell).
• Certifications: CompTIA A+, CompTIA Network+, Microsoft MS-900 (Microsoft 365 Fundamentals), CompTIA Security+.
• High school diploma or equivalent required; associate or bachelor’s degree is a plus.

Technologies

• Intune Autopilot, MDM
• Entra ID
• Exchange Online, SharePoint Online, OneDrive
• Microsoft 365
• Slack, Zoom
• Rapid7, Cisco Umbrella, CrowdStrike, Cisco Duo, KnowBe4
• PowerShell
• Freshservice, Salesforce Service Cloud, JIRA

Compensation

• Hourly rate: USD 33–36
• Bonus potential up to 7.5% annually
• Non-exempt, full-time position

Benefits

• Medical
• Dental
• Vision
• Flexible Spending Accounts
• PTO
• Paid and Floating Holidays
• 401k with company match and immediate vesting
• Company-funded Life Insurance
• Employee Assistance Programs
• No-cost Mental Health Benefits

Physical Requirements

Constant use of a computer and screen; constant sitting or standing; constant visual recognition; frequent verbal and written communication; occasional hearing/listening; travel seldom. Reasonable accommodations may be provided to enable performance of essential functions.