Help Desk Technician

Description

Help Desk Technician


KAI Partners, Inc. (KAIP) is currently seeking Help Desk Technicians to document, troubleshoot, and resolve Tier 1 IT requests, including routine user, endpoint, application, and access requests, using approved procedures. They also assist with Tier 2 issues within approved procedures and documented access permissions. Client support tickets are the primary responsibility, alongside internal KAIP projects, device setup and lifecycle tasks, and planned hardware and software maintenance as assigned by the Technology and Operations Division Director. Escalate issues beyond approved procedures, access, or technical scope to the lead MIT resources.

Responsibilities

• Primary responsibilities include the following:
• Resolve routine endpoint and software issues using approved troubleshooting procedures; perform approved software installations and malware scans and promptly escalate suspected security incidents through the designated security process.
• Under direction and following approved procedures, deploy, patch, test, and install assigned software applications, including Microsoft Office.
• Record ticket symptoms, business impact, troubleshooting steps, actions taken, and resolution or escalation details; confirm restoration with the user before closing the ticket.
• Provide support by phone, in person, and through online chat; communicate progress, next steps, and unresolved dependencies in clear, user-friendly language.
• Deliver, install, and test computers, peripherals, and other assigned devices in accordance with approved handling and deployment procedures.
• Manage assigned Tier 1 tickets through resolution or documented handoff, including password resets, single sign-on, multifactor authentication, and endpoint or peripheral issues. Verify identity and follow access-approval procedures. Assist with Tier 2 troubleshooting under lead MIT direction; limit server-related work to initial triage, documentation, and escalation unless specifically authorized and supervised.
• Develop, update, and maintain clear, accurate documentation, including standard operating procedures (SOPs), process guides, and work instructions, to support consistent and efficient operations.

Because KAI Partners operates in a consulting environment, responsibilities may vary by client engagement and business need. The duties listed above are intended to describe the essential functions of the role and are not intended to be an exhaustive list of all activities that may be assigned.


Skills and Qualifications

• Maintain compliance with all company and client policies and procedures.
• Work in a team-oriented, collaborative environment.
• Determine incident scope and impact quickly and accurately.
• Communicate professionally, courteously, and calmly with internal and external customers, using language appropriate to the user's technical knowledge.
• Prioritize requests by security risk, severity, business impact, and applicable client service commitments; coordinate planned device and maintenance tasks with the supervisor when priorities conflict.
• Meet established SLA's, provide updates, and resolution targets while maintaining accurate documentation and verifying resolution quality.
• Complete routine assignments independently within approved procedures and access permissions; request guidance when work exceeds those boundaries.
• Operate computer software applications.
• Communicate effectively in oral and written formats.
• Train, support, and provide end-user service.
• Perform technical troubleshooting and problem-solving.
• Provide customer support and guidance to others.
• Respond to questions in a courteous, tactful manner.
• Maintain cooperative and effective working relationships with others.

Work/Education Experience

• Associate degree in Computer Science or a related field.
• CompTIA A+, Network+, other related certifications
• 1-3 years of experience in help desk operations or related activities, including the following technical areas:
  • Computer and networking fundamentals, including routine connectivity troubleshooting.
  • Web-based enterprise software applications such as ERP, LMS, or CRM.
  • Windows 10/11 endpoint support and familiarity with Windows Server environments.
  • Microsoft 365 and Intune fundamentals, including user, group, and license support within approved access permissions and procedures.
  • Azure fundamentals, including familiarity with the Azure portal; administrative tasks only within approved permissions and under direction.
  • Exposure to scripting languages such as PowerShell, Batch, Bash, or Python.
  • Experience with ticketing systems and remote management and monitoring (RMM) software

Compensation Range: $28 - $35/hr

The salary range for this role may vary depending on the specific geographic location where this position is ultimately filled. Several factors, including but not limited to a candidate's experience, education, skills, and certifications, pay equity, and organizational needs, are considered when determining the posted salary range. In addition, eligible roles also qualify for a comprehensive benefits package.


Must be able to provide proof of education for all mandatory qualifications; all references will be verified.


All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.


KAI Partners

KAI Partners, Inc. is a Northern California-based small business that offers world-class management consulting and technology services to public and private sector clients on a variety of large-scale projects. The KAI Partners team has over 100 years of combined executive-level experience in information system design, development, implementation, and testing. Our clients benefit from our proven program management, project management, and oversight, program portfolio management, Agile services, organizational change management, training, enterprise architecture, managed IT services, and IT security support.