IT Helpdesk Support

Position:  IT Helpdesk Support

Job Description

Responsibilities and Time Allocation:

• 365 Administration (6hrs)
  
  
  
  • 365 Application Administration
  
  
  • Exchange Administration
    
    
    
    • Manage user mailboxes, distribution lists, and shared mailboxes.
    
    
    • Monitor and troubleshoot email delivery and access issues.
    
    
    
    
  
  
  • MFA (Multi-Factor Authentication)
    
    
    
    • Implement and manage MFA for users to enhance security.
    
    
    • Provide support and troubleshooting for MFA-related access problems.
    
    
    
    
  
  
  
  


• Access Provisioning (12hrs)
  
  
  
  • Manage and provision access for all company applications, ensuring users have the appropriate permissions.
  
  
  • Respond to and resolve access requests and issues efficiently.
  
  
  • Maintain records of access levels and update them based on role changes or organizational requirements.
  
  
  
  


• Onboarding/Offboarding (8hrs)
  
  
  
  • Offboarding/Terminations (Access)
    
    
    
    • Ensure proper deactivation of accounts and removal of access for terminated employees.
    
    
    • Follow security protocols for data and access management during offboarding.
    
    
    
    
  
  
  • Auditing
    
    
    
    • Conduct regular audits to verify user access aligns with company policies and compliance requirements.
    
    
    • Document and report findings to IT management for any necessary corrective actions.
    
    
    
    
  
  
  
  


• Software (8hrs)
  
  
  
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    • Install, update, and troubleshoot software applications as needed.
    
    
    • Ensure all software licenses are managed and compliant with company policies.
    
    
    • Provide support and training for end users on the effective use of software applications.
    
    
    
    
  
  
  
  


• Helpdesk (34hrs) (Combination of 365 Admin, Access Provisioning, Onboarding/Offboarding, and Software)
  
  
  
  • Triage/Assignment
    
    
    
    • Triage incoming helpdesk tickets and assign them based on priority and expertise needed.
    
    
    • Monitor ticket queues and escalate issues as needed to ensure timely resolution.
    
    
    
    
  
  
  • L1-L3 Tickets
    
    
    
    • Resolve Level 1 to Level 3 support tickets, ranging from basic troubleshooting to more complex IT issues.
    
    
    • Maintain communication with users throughout the ticket resolution process, ensuring a positive customer experience.
    
    
    
    
  
  
  
  


• Project Duties (4hrs)
  
  
  
  • Participate in IT projects as assigned, contributing to tasks such as software rollouts, hardware upgrades, or process improvements.
  
  
  • Collaborate with other IT team members to ensure successful project implementation and completion.
  
  
  
  


• Documentation (2hrs)
  
  
  
  • New/Existing
    
    
    
    • Create and update documentation for IT processes, procedures, and troubleshooting guides.
    
    
    • Ensure documentation is accurate, up-to-date, and easily accessible for both the IT team and end users.
    
    
    
    
  
  
  
  


• Professional Development (1hr)
  
  
  
  • Training/Research, Online Courses & Workshops
    
    
    
    • Allocate time for training, research, and staying current with industry standards and technologies.
    
    
    • Engage in online courses and workshops to enhance skills relevant to the help desk role.
    
    
    • Participate in IT certifications and professional development programs to advance knowledge and skills.
    
    
    
    
  
  
  
  

Requirements

• 1 year of experience required. 2 years of preferred experience


• Experience with Microsoft 365

Physical Requirements  

• Must be able to sit, stand, kneel, stoop, walk, and sit for extended periods of time


• Must be physically capable of lifting and carrying up to 25 lbs.  


• Accessibility: If you need ADA accommodations as part of the employment process, Please contact Knobelsdorff Human Resources via email at HR@KEway.com.  

  Why Work for Knobelsdorff   

In the early 1980s, in a small garage on a plot of family-owned land, Knobelsdorff Enterprises began. At the beginning KE was a small operation, serving local agricultural and industrial facilities. Three decades of hard work, and a commitment to excellence has grown KE into four divisions. Teamwork, and dedication to our core values has expanded our operations nationwide and have grown to surpass 500 employees. We continue to grow, and drive success with the same steadfast dedication, and core values since the start. Join us today!   

• We offer our employees a career with plenty of room to grow. We offer customizable training programs, and educational stipends so employees can continue to develop.


• Great benefits with a wide selection of options to choose from. Our benefit package includes a competitive compensation and benefits package, including paid health, dental, life, long-term disability, vacation, and a 401(k)-retirement plan with company match


• We offer an unparalleled culture that allows employees a work/home balance that fits their lifestyle choices. We have paid vacation based on years of service, as well as unpaid vacation to meet your own work/life balance choices.


• We have full time work booked years in advance to offer you sustainable employment.


• For more about our culture visit our careers page at https://www.knobelsdorffenterprises.com/careers    

EEO   

Knobelsdorff is proud to be an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.  

Equal Opportunity Employer, including disabled and veterans.  

EEO is the Law poster English – Spanish  

EEO is the Law Supplement poster English – Spanish  

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