Support Desk Engineer

At Kidwell, we are passionate about technology. We thrive in a fast-paced environment where customer service is part of our DNA. We strive every day to leave a positive impact on our customers while building a strong team who knows how to leverage technology to challenge the status quo.

We are currently accepting applications for an IT Service Desk Support Specialist to assist in supporting our technical staff and clients. We are looking for highly motivated individuals who work well in both individual and team situations. We practice both remote and onsite technical support to help support our accounts. The IT Service Desk Support Specialist is responsible for incident management and front-line customer service. These responsibilities include base-level knowledge of many types of technologies and providing issue ownership and clean hand-offs to ensure superior customer satisfaction.

Our staff is offered challenging opportunities to work in a wide variety of technical environments, allowing us to work with many types of systems and technology solutions. Our team structure allows us to provide a supportive environment, encouraging career growth for our engaged staff.

Kidwell Core Values

At Kidwell, our core values make us who we are and show in everything we do; Led by passion, we believe our everyday jobs contribute to something bigger than ourselves. We pride ourselves in our creativity, but also in the effective solutions we create that bring value to our customers. Our employees act like owners, who take initiatives to lead and are treated like family. We are relentless and see work ethic and accountability as the baseline in the pursuit of excellence.

What You’ll Do-

• Provide the first line of technical support to Kidwell’s clients and staff
• Perform customer service duties, including remote, telephonic, and onsite support
• Respond to inquiries from users and help resolve both software and hardware problems
• Assist in scheduling and dispatch of technicians and engineers
• Assist in diagnosing technical Tier 1 support issues in a timely manner
• Assist in maintaining documentation for internal and external networks
• Provide accurate and timely logging of problems and resolutions in appropriate systems
• Deploy PC’s and other IT equipment, as needed

• Excellent problem-solving skills
• Must be self-motivated
• Extensive knowledge of PC hardware and software
• Expert in Windows OS (Windows 8/ Windows 10)
• Basic knowledge of server operating systems (Windows 2012)
• Basic understanding of LAN / WAN technologies
• Superior customer service and communication skills- ability to effectively communicate with both technical and non-technical users
• Ability to thrive and help foster a positive team environment
• Ability to multitask; prioritize and accomplish all given tasks in a timely manner
• Escalate problems to appropriate teams where needed

Position Requirements:

• Bachelor’s or Associate’s Degree in related field or equivalent experience required
• 2+ Years Service Desk experience or equivalent troubleshooting experience
• CompTIA A+ , Microsoft MTA preferred, but not required

Pulled from the full job description

• Uniform allowance
• Parental leave
• 401(k) matching
• Dental insurance
• Disability insurance
• Paid holidays, This position offers a competitive salary and career development potential. We encourage and even pay for certifications and trainings. We also offer health, dental, life, and disability insurance along with paid vacation, holidays, sick leave, flexible scheduling, maternity/paternity leave, clothing allowance, and 401k with company match.