Help Desk Technician

### Who We Are [KPA](https://www.kpa.io) 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. Named as one of [Built In Colorado’s Best Places to Work](https://www.builtin.com/awards/colorado/2026/best-midsize-places-to-work#kpa) for seven years in a row, KPA is made up of talented individuals working together for the greater good. We’re here to help our clients build safe, thriving organizations, and we’re looking for people with a common goal to help us do it. ## **Position Description:** As a member of the Information Technology team, the Help Desk Technician supports company-managed devices — Windows desktops and laptops, macOS, Android, and iOS — along with the applications and cloud services staff rely on. This is a customer-facing, front-line role responsible for resolving end-user issues across hardware, software, identity, and endpoint platforms, including triaging day-to-day security-related access issues, while working within established Service Level Agreements (SLAs) and change-management protocols. The ideal candidate has strong troubleshooting, time-management, and communication skills and a genuine customer-service orientation. ### 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+. - Education: High sch…