IT Help Desk Technician

Job Summary

We are searching for a full-time, on-site IT Help Desk Technician to be responsible and accountable for the smooth running of our end-user devices and core applications, primarily for users located in the Kairos Power Albuquerque, NM site. You will champion the support, implementation, and maintenance of end-user needs. The successful candidate will have previous IT support experience in an engineering company.

Responsibilities

• Be the first point of contact to respond to IT support queries via chat, email, phone, walk-up, or ticketing system
• Diagnose system errors and other issues
• Resolve problems with networking, end-user hardware, conference room equipment, and common business applications
• Locally or remotely install or reconfigure hardware and software to fix issues
• Escalate support and security matters to internal team members and/or external partners as necessary
• Build and configure end-user devices (laptops, desktops, mobile devices) and desk setups (peripherals, networking)
• Follow up with customers to ensure full resolution of issues
• Write, edit, and revise documentation for new and updated software or hardware to build out end-user self-service FAQs
• Coordinate end-user hardware needing repair to depot facilities
• Perform new hire orientation and workstation setup

Qualifications

• 3+ years recent work experience as first line, on-site support on a ticket-driven internal IT organization
• Bachelor’s Degree in Computer Science or similar field; or an equivalent combination of education, professional certifications, and work experience is preferred
• Proficient knowledge of computer hardware and software applications / SaaS platforms
• Hands-on experience in basic network administration
• Working support knowledge of: Windows 10, macOS, iOS, Android, Zoom, (Azure) Active Directory, Office365, Slack, and Anti-virus / anti-malware platforms
• Excellent communication and documentation skills
• Resourceful / Problem solver
• Positive, enthusiastic, service-oriented attitude
• Working knowledge of modern information security practices
• Working support knowledge of Microsoft InTune, Zoom Rooms, CrowdStrike Falcon, and Incident response procedures
• Prior work experience in a highly-regulated industry, especially within the government community
• Prior work experience for an engineering or industrial/manufacturing company
• Prior work experience in a fast-paced, high-growth startup
• Ability to work with highly collaborative team
• Ability to solve problems quickly and efficiently
• Ability to proactively collect, manage and transfer knowledge

Physical Conditions

• Ascending or descending ladders, stairs, ramps
• Moving self in different positions to accomplish tasks in various environments including tight and confined spaces
• Remaining in a stationary position, often standing, or sitting for prolonged periods
• Moving about to accomplish tasks or moving from one worksite to another
• Adjusting, moving, transporting, installing, positioning, or removing objects up to 40 pounds in all directions
• Communicating with others to exchange information
• Use hand tools

Environmental Conditions

• General office environment
• Noisy environments
• Accessing the accuracy, neatness and thoroughness of the work assigned

Safety and PPE

• Reading and interpreting hazardous warning signs
• Reporting issues with equipment or unsafe conditions
• Wearing proper PPE, to include face mask, face shields, gloves, safety shoes

Travel

• Some travel may be required (up to 10%) 

Additional Requirements 

• Seldom requires overtime
• Seldom Requires working weekends
• Seldom Requires schedule flexibility