IT Service Desk Technician

The IT Service Desk Technician provides timely technical assistance to Kingspan Americas employees through phone, chat, remote tools, and onsite support. This role independently troubleshoots common to complex end-user technology issues, maintains complete service documentation, and escalates items outside assigned scope or permissions.

Onsite Location

DeLand, FL (onsite)

Key Responsibilities

• Act as a primary point of contact for the Service Desk phone and ticketing queue, managing a personal ticket workload and pulling tickets responsibly to meet established service expectations.
• Perform in-depth troubleshooting for Windows 11, Microsoft 365, and proprietary business applications, resolving complex issues that may otherwise require infrastructure team support.
• Install, configure, and maintain desktops, laptops, and mobile devices (iOS/Android), including mobile deployments through MDM platforms.
• Support a distributed workforce using remote assistance tools and travel periodically (generally no more than one week per month) to remote offices and manufacturing plants for high-touch support or deployments.
• Log all end-user interactions, including calls, walk-ups, and direct messages, within the Service Desk ticketing system.
• Monitor, update, and close tickets in alignment with established Service Level Agreements (SLAs).
• Triage complex requests, determine when to escalate assigned tickets, and document troubleshooting steps and work performed prior to engaging senior technical staff.
• Create and edit internal and customer-facing troubleshooting documentation, including Knowledge Base (KB) articles and Standard Operating Procedures (SOPs).
• Identify recurring technical trends and recommend enhancements or training opportunities to help reduce ticket volume.
• Maintain adherence to the IT Manual, the Kingspan North America Employee Handbook, and security compliance requirements.
• Support ad hoc projects such as hardware refreshes, office expansions, and system-wide software deployments.
• Assist with IT asset management by ensuring accurate inventory tracking from procurement through decommissioning.
• Follow the Group Code of Conduct and Group Compliance, including compliance requirements per “KNA-SOP-1705 Compliance Roles and Responsibilities.”
• Perform all other duties as assigned.

Required Qualifications

• Education: Associate’s degree in Information Technology or a related field, or a high school diploma or equivalent with additional relevant work experience demonstrating comparable knowledge.
• Experience: 3 to 7 years in a Help Desk, Service Desk, or Desktop Support environment.
• Experience in a Managed Service Provider (MSP) or a small-to-medium business IT role with a broad range of responsibilities.
• Industry credentials such as CompTIA A+, Network+, Microsoft 365 Certified: Endpoint Administrator Associate, or Azure Fundamentals are highly preferred.
• Advanced working knowledge of Windows 11 and Microsoft 365 administration to resolve common and complex end-user support issues independently.
• Proven experience with Identity Management (Entra ID/Active Directory) and MDM (Intune).
• Experience using Remote Monitoring and Management (RMM) tools for remote troubleshooting and for acting on RMM reports to patch and update systems before issues become incidents, along with advanced ticketing workflows to maintain accurate service records.
• Ability to resolve complex issues over the phone or via remote desktop tools without physical access to the device.

Technologies Used

• Windows 11
• Microsoft 365
• iOS, Android
• MDM platforms, including MDM (Intune)
• Entra ID, Active Directory
• Remote Monitoring and Management (RMM) tools
• Remote desktop tools
• Service Desk ticketing system
• Knowledge Base (KB) articles
• Standard Operating Procedures (SOPs)

Travel Expectations

Up to 25%

Benefits

• 401k with company match
• Medical, Dental, Vision
• Identity Theft Protection
• Critical Illness, Accident, Hospital Indemnity
• Pregnancy and Parental Leave
• Fitness Reimbursement
• Educational Assistance
• Life, AD&D
• Short- and Long-Term Disability
• Life Assistance Program

Personal Attributes

• Patient Service Mindset: Approaches technical difficulties with patience, respect, and a genuine desire to help.
• Steady Technical Composure: Stays calm and methodical when systems fail or priorities compete.
• Thoughtful Troubleshooting Judgment: Focuses on underlying causes instead of the quickest apparent answer.
• Dependable Personal Ownership: Sees issues through without requiring close supervision.
• Clear Empathetic Communication: Listens closely, asks thoughtful questions, and adapts to different technical comfort levels.
• Careful Professional Discretion: Handles access, sensitive information, and workplace concerns with restraint and sound boundaries.
• Practical Learning Agility: Remains open to changes in tools, systems, and established ways of working.

Key Competencies

• Customer Communication: Explains technical information clearly and adapts communication to employees with different technical knowledge levels.
• Analytical Writing: Produces clear, accurate technical documentation using appropriate grammar and terminology.
• Work Prioritization: Organizes competing requests, maintains accurate service records, follows escalation practices, and collaborates in a fast-paced support environment.
• Information Handling: Protects confidential and sensitive information and follows security and access-control requirements.

Physical Demands

• Office-Based Work: Primarily performed in an office setting with extended stationary support work using phone, chat, remote tools, and in-person interaction.
• Computer and Equipment Use: Frequent typing, reviewing digital and printed information, and handling, configuring, or connecting computer and mobile devices and related equipment.
• Movement and Lifting: Frequent standing or walking within the facility, with occasional lifting or carrying of equipment up to 40 pounds and more frequent handling of items up to 10 pounds.
• Communication and Interaction: Regular communication with employees and technical contacts via phone, video, chat, and in-person interactions, including during time-sensitive situations.
• Manufacturing and Remote Site Exposure: Periodic support visits or deployments (generally no more than one week per month) may involve travel to remote offices and manufacturing areas with elevated noise or other site-specific conditions, requiring adherence to applicable site safety practices.