IT SERVICE DESK TECHNICIAN

Job Description

Job Description

Kingspan Americas is part of Kingspan Group, a global leader in high‑performance insulation and building envelope solutions. With operations in more than 80 countries, the Group is committed to advancing a net‑zero emissions future and delivering sustainable, high‑performance products for buildings around the world.

Across North America and LATAM, Kingspan Americas includes multiple business units, 25 manufacturing sites, and continues to grow through ongoing investment and strategic acquisitions. The region operates within a decentralized model, with each business managing its own systems and applications while leveraging shared IT infrastructure and support.

Kingspan Americas IT functions as a divisional shared service, providing the core network, infrastructure, and frameworks that enable each business to innovate, streamline processes, and adopt new technologies, including automation and AI, to drive efficiency and growth. 

Ready to be part of our team?  

We are looking for an IT Service Desk Technician for our Deland, FL office!

This is a full time, onsite, in-person position 

Sponsorship is not available for this opportunity

Summary: The IT Service Desk Technician provides responsive technical support to Kingspan Americas employees through phone, chat, remote tools, and in-person support at offices and manufacturing plants. The role independently resolves common and complex end-user technology issues, maintains accurate service records, and escalates issues that fall outside the role's technical scope or access permissions.

The role handles issues from initial triage through resolution or documented escalation, deploys and troubleshoots software and end-user devices, and contributes to knowledge documentation, process improvements, and assigned IT projects.

Essential Duties & Responsibilities:

Advanced Technical Support & Troubleshooting

• Primary Queue Ownership: Serve as a primary responder for the Service Desk phone and ticketing queue, independently managing a personal ticket workload and pulling tickets responsibly to provide timely support to Kingspan Americas employees in accordance with established service expectations.
• Advanced Incident Resolution: Provide in-depth troubleshooting for Windows 11, Microsoft 365, and proprietary business applications, resolving complex issues that would otherwise require infrastructure team intervention.
• Hardware & Mobility: Install, configure, and maintain desktops, laptops, and mobile devices (iOS/Android). Manage mobile deployments through MDM platforms.
• Remote & On-Site Support: Support a distributed workforce using remote assistance tools; participate in periodic travel, generally no more than one week per month, to remote offices and manufacturing plants for high-touch support or deployments.

Workflow & Ticket Lifecycle Management

• Data Integrity: Meticulously log all interactions—including calls, walk-ups, and direct messages—within the Service Desk ticketing system.
• SLA Adherence: Monitor, update, and close tickets in strict alignment with established Service Level Agreements (SLAs).
• Escalation Management: Triage complex issues and decide when to escalate on assigned tickets, documenting troubleshooting steps and work performed after engaging senior technical staff to ensure an efficient and informed handoff.

Knowledge Management & Continuous Improvement

• Knowledge Documentation: Create and edit internal and customer-facing troubleshooting documentation, including Knowledge Base (KB) articles and Standard Operating Procedures (SOPs).
• Root Cause Analysis: Identify recurring technical trends and propose system enhancements or training opportunities to reduce ticket volume.
• Compliance: Maintain strict adherence to the IT Manual, Kingspan North America Employee Handbook, and security compliance requirements.

Projects & Asset Management

• IT Projects: Contribute to ad hoc projects, including hardware refreshes, office expansions, and system-wide software deployments.
• Lifecycle Management: Assist in IT asset management, ensuring accurate inventory tracking from procurement to decommissioning.

Additional Responsibilities

• Follow the Group Code of Conduct and Group Compliance.
• Follow Compliance requirements per “KNA-SOP-1705 Compliance Roles and Responsibilities.”
• Perform all other duties as assigned.

Education & Experience Requirements:

• Education: Associate’s degree in Information Technology or a related field, or a high school diploma or equivalent with additional relevant work experience that demonstrates comparable knowledge.
• Professional Experience: 3–7 years of experience in a Help Desk, Service Desk, or Desktop Support environment.
• Preferred Background: Experience in a Managed Service Provider (MSP) or a small-to-medium business IT role covering a broad range of responsibilities. We value the documentation habits and composure under pressure these environments build.
• Certifications: Industry credentials such as CompTIA A+, Network+, Microsoft 365 Certified: Endpoint Administrator Associate, or Azure Fundamentals are highly preferred.
• Technical Depth: Advanced working knowledge of Windows 11 and Microsoft 365 administration appropriate to independently resolving common and complex end-user support issues.
• 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 after issues become incidents, along with advanced ticketing workflows to maintain accurate service records.
• Remote Support: Demonstrated ability to resolve complex issues over the phone or via remote desktop tools without physical access to the device.

Personal Attributes

The successful candidate will exhibit the following attributes:

Patient Service Mindset

• Naturally approaches technical difficulties with patience, respect, and a genuine desire to help.
• Remains attentive to the person behind the problem, even when requests are repetitive or urgent.

Steady Technical Composure

• Stays calm and methodical when systems fail, priorities compete, or others are frustrated.
• Projects confidence without becoming dismissive, defensive, or rushed under pressure.

Thoughtful Troubleshooting Judgment

• Is naturally curious about underlying causes rather than settling for the quickest apparent answer.
• Balances persistence with sound judgment about risk, uncertainty, and when another perspective is needed.

Dependable Personal Ownership

• Takes personal responsibility for seeing issues through without requiring close supervision.
• Is consistent, organized, and conscientious when details affect another person's experience or trust.

Clear Empathetic Communication

• Listens closely, asks thoughtful questions, and adapts naturally to different levels of technical comfort.
• Communicates with clarity and tact without making others feel blamed or overwhelmed.

Careful Professional Discretion

• Treats access, sensitive information, and workplace concerns with restraint and sound professional boundaries.
• Is trustworthy and careful even when working independently or handling time-sensitive situations.

Practical Learning Agility

• Is open-minded and curious when tools, systems, and established ways of working evolve.
• Evaluates technology-supported information thoughtfully rather than accepting it without question.

Key Competencies

• Customer Communication: Ability to explain technical information in clear, user-friendly language and adapt communication to employees with different levels of technical knowledge.
• Analytical Writing: Ability to prepare clear, accurate, and well-structured technical documentation using appropriate grammar and terminology.
• Work Prioritization: Ability to organize competing requests, maintain accurate service records, follow established escalation practices, and collaborate with team members in a fast-paced support environment.
• Information Handling: Ability to protect confidential and sensitive information and follow established security and access-control requirements.

Physical Demands:

The physical demands described here are representative of those that may be encountered while performing the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Office-Based Work: Work is primarily performed in an office setting and may involve extended periods of stationary work while supporting employees by phone, chat, remote tools, and in-person interaction.
• Computer and Equipment Use: The role may frequently involve typing, reviewing digital and printed information, and handling, configuring, or connecting computers, mobile devices, and related equipment.
• Movement and Lifting: Work may involve frequent standing or walking within the facility and occasional lifting, carrying, or handling of equipment weighing up to 40 pounds, with more frequent handling of items weighing up to 10 pounds.
• Communication and Interaction: The role involves regular communication with employees and technical contacts through phone, video, chat, and in-person interactions, including during time-sensitive support 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.

Travel: Up to 25%

We offer a comprehensive benefits package including 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, and Life Assistance Program.

Kingspan is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to any factor, including veteran status and disability status, protected by applicable federal, state or local laws.