At Kingspan, our future success is based on the quality of our people, who's expertise and motivation have helped ensure that we remain at the forefront of the construction materials manufacturing industry. In joining Kingspan you become an important part of a growing organization with a reputation for innovative design and use of technology, technical expertise, product quality, service excellence, and dedication to sustainability.
Ready to be part of our team?
We are looking for an IT Helpdesk Agent - L1 (bilingual preferred -Spanish/English) for our Deland, FL or Caledon, Ontario office!
Summary: As a member of the helpdesk you will provide telephone and remote support to end-users on a variety of technical issues. You will respond to and address all support desk enquiries and provide technical support, track and monitor issues following the Kingspan NA current internal end-user Service Level Agreement to ensure a timely resolution.
Essential Duties:
The Helpdesk Agent will troubleshoot computer problems, perform hardware and software diagnostics, and will implement or coordinate needed repairs via phone, chat, or other communications platform. Document user's support issues through our internal tracking system which includes opening, updating, escalating, resolving, and closing support tickets.
•Receive incoming support calls from Kingspan Americas staff and provide first-level technical support.
•Address support requests related to any of our ERP applications. Any calls unable to be resolved will be escalated to a higher support level.
•Provide support to all on and offsite personal to ensure that their IT systems are working effectively.
•Install and configure applications on desktops, laptops, handheld devices.
•Establish and maintain user accounts, profiles, file sharing, basic access privileges, and desktop-level security.
•All calls will be logged on the support desk application to ensure they are resolved efficiently, effectively, and following our internal Service Level Agreement.
•Assist in the documentation of all desktop support processes and procedures to ensure there is a guide to all processes and update these as and when necessary.
•Perform general IT administration as and when required.
•Provide help with all ad hoc projects and administrative tasks when necessary.
•Follow the Group Code of Conduct and Group Compliance.
•Follow Compliance requirements per “KNA-SOP-1705 Compliance Roles and Responsibilities.”
•Performs all other duties as assigned.
Education/Experience:
•1-3 years' experience in Helpdesk Support.
•Have experience in supporting desktop operating systems such as Windows 7/8/10.
•Expert knowledge of Microsoft Office suite of applications
•Proficient in mobile technology e.g. IOS and Android devices.
•Experience providing phone and remote support for users.
Other Skills and Requirements:
•Excellent communication and customer relations & interpersonal skills.
•Good to excellent spelling, grammar, and written communication skills.
•Ability to work independently and in a team environment.
•Ability to maintain a high level of confidentiality.
Physical Demands:
•The 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.
•Exert up to 20 lbs. of force occasionally, and/or up-to 10 lbs. of force frequently, and/or a negligible amount of force constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Involves sitting most of the time, but may involve walking or standing for brief periods.
•Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus.
We offer a comprehensive benefits package including 401k with company match, Medical, Dental, Vision, Identity Theft Protection, Critical Illness, Accident, Hospital Indemnity, Pregnancy and Parental Leave, Fitness Reimbursement, Educational Assistance, Life, AD&D, Short- and Long-Term Disability, and Life Assistance Program.
Kingspan Insulated Panels North America, a division of the Kingspan Group plc headquartered in Ireland, is a global and trusted leader in the design, manufacturing, and supply of high-performance sustainable building products and solutions for the construction industry. As the most energy-efficient, cost-effective building envelope solutions, insulated metal panels are at the forefront of sustainability. We serve the architectural, commercial/industrial, cold storage and food processing markets, and are committed to delivering the most advanced building products on the market. Learn about our Planet Passionate initiatives: https://www.youtube.com/watch?v=EEeIS55WMOk
Kingspan is an Equal Opportunity Employer
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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