Help Desk Technician

About the role

KPA helps automotive businesses keep their people safe, protect their operations, and stay ahead of regulatory change with our 3 Pillars for Complete Compliance: Software, Consulting, and Training. Since 1986, KPA has helped automotive businesses navigate the complexities of compliance. This position supports company-managed devices and applications, including Windows desktops and laptops, macOS, Android, and iOS, while also managing user accounts and routine security-related IT operations.

Responsibilities

• Provide front-line support across email, chat, and ticket portal.
• Resolve incidents and service requests within established SLAs, escalating complex or policy-level issues to senior IT staff as needed.
• Triage, prioritize, and route tickets; keep affected users informed throughout the resolution process; flag recurring issues for root-cause review.
• Provision, image, and deploy Windows and macOS endpoints using Intune Autopilot in addition to supporting Android and iOS devices through MDM.
• Manage day-to-day account lifecycle tasks: onboarding and offboarding support, Entra ID account changes, security group and license assignment, device provisioning, and password resets.
• Support routine security-related IT operations and user access requests across tools including Rapid7, Cisco Umbrella, CrowdStrike, Cisco Duo, KnowBe4, and password manager; escalating unusual or high-risk issues to senior IT/security staff as needed.
• Support Microsoft 365 (Exchange Online, SharePoint, OneDrive), including mailboxes, permissions, shared mailboxes, distribution groups, and security groups, as well as collaboration tools such as Slack and Zoom.
• Troubleshoot LAN, Wi-Fi, VPN connectivity, and remote/hybrid access issues.
• Maintain hardware and software asset inventory throughout the device lifecycle, including procurement requests, deployment, refreshes, warranty/RMA coordination, and vendor support.
• Maintain knowledge base articles, runbooks, and standard operating procedures (SOPs).
• Deliver end-user training and new-hire IT orientation.
• Contribute to IT initiatives, including technology rollouts, system migrations, and hardware refresh projects.

Qualifications

• Generally 2–4 years of IT support, helpdesk, or desktop experience, or a combination of education and experience.
• Windows desktop/laptop and macOS support.
• Familiarity with MDM/endpoint management concepts (Intune).
• Familiarity with identity and Microsoft 365 fundamentals — Entra ID, Exchange Online, SharePoint Online.
• Familiarity with MFA enrollment/troubleshooting and conditional access concepts — hands-on user-facing troubleshooting experience; this role does not require policy administration experience.
• Basic networking fundamentals — TCP/IP, DNS, DHCP, VPN.
• ITSM/ticketing platform experience (Freshservice, Salesforce Service Cloud, JIRA).
• Basic scripting/automation exposure (PowerShell) a plus, not required.
• Certifications (preferred, not required): CompTIA A+, Network+, Microsoft MS-900 (Microsoft 365 Fundamentals), CompTIA Security+.

Success Criteria

• Demonstrated ability to prioritize, troubleshoot, and resolve tickets within a defined SLA.
• Strong written and verbal communication in a professional environment; able to translate technical concepts for non-technical audiences.
• Customer-service orientation — patience and empathy with non-technical users; composure under pressure.
• Sound judgment about when to resolve an issue directly vs. escalate — particularly for security-related access requests that fall outside routine triage.
• Experience supporting a distributed/hybrid workforce preferred.
• Professionalism, discretion, and confidentiality when handling sensitive data and access requests.

Pay

Annual pay rate between $33-36 per hour
Bonus potential up to 7.5% annually

Schedule

This is a non-exempt, full-time position

Physical Requirements

Physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Benefits

Full benefits package including Medical, Dental, Vision, Flexible Spending Accounts, PTO, Paid and Floating Holidays, 401k with Company match and immediate vesting, Company-funded Life Insurance, Employee Assistance Programs, and No-cost Mental Health Benefits.