IT Service Desk Technician

About Kingspan Americas Kingspan Americas is part of Kingspan Group, a global leader in high-performance insulation and building envelope solutions. With operations in more than 80 countries, the Group is committed to advancing a net-zero emissions future and delivering sustainable, high-performance products for buildings around the world. Across North America and LATAM, Kingspan Americas includes multiple business units, 25 manufacturing sites, and continues to grow through ongoing investment and strategic acquisitions. The region operates within a decentralized model, with each business managing its own systems and applications while leveraging shared IT infrastructure and support. Kingspan Americas IT functions as a divisional shared service, providing the core network, infrastructure, and frameworks that enable each business to innovate, streamline processes, and adopt new technologies, including automation and AI, to drive efficiency and growth. Ready to be part of our team? We are looking for an IT Service Desk Technician for our Deland, FL office!In-person position, not remote or WFMSponsorship is not available for this opportunity Summary: The IT Service Desk Technician delivers world-class technical support to Kingspan Americas employees via phone, chat, remote tools, and in-person interactions. This role is designed for a technical professional who possesses the efficiency of a seasoned Help Desk agent and the technical depth of a Systems Administrator. The successful candidate will manage the full lifecycle of technical issues, providing first-contact triage through advanced troubleshooting and escalation management. Beyond incident resolution, this role is a key contributor to our Knowledge Base, process improvement initiatives, and internal IT projects. We are specifically looking for candidates with experience in high-volume MSP/enterprise environments or those who have managed diverse technical stacks in smaller-scale systems administration roles. Essential Duties & ResponsibilitiesAdvanced Technical Support & Troubleshooting • Primary Queue Management: Act as a lead responder for the Service Desk phone and ticketing queue, ensuring rapid response times for all Kingspan Americas staff. • Advanced Incident Resolution: Provide in-depth troubleshooting for Windows 11, Microsoft 365, and proprietary business applications, resolving complex issues that would otherwise require infrastructure team intervention. • Hardware & Mobility: Install, configure, and maintain desktops, laptops, and mobile devices (iOS/Android). Manage mobile deployments through MDM platforms. • Remote & On-Site Support: Support a distributed workforce using remote assistance tools; participate in occasional travel to remote offices and manufacturing plants for high-touch support or deployments. Workflow & Ticket Lifecycle Management • Data Integrity: Meticulously log all interactions-including calls, walk-ups, and direct messages-within the Service Desk ticketing system. • SLA Adherence: Monitor, update, and close tickets in strict alignment with established Service Level Agreements (SLAs). • Escalation Management: Act as the primary filter for complex issues; ensure thorough documentation of all "work performed" prior to engaging senior technical staff to ensure a seamless handoff. Knowledge Management & Continuous Improvement• Documentation Leadership: Create, audit, and maintain user-facing and internal Knowledge Base (KB) articles and Standard Operating Procedures (SOPs). • Root Cause Analysis: Identify recurring technical trends and propose system enhancements or training opportunities to reduce ticket volume. • Compliance: Maintain strict adherence to the IT Manual, Kingspan North America Employee Handbook, and security compliance requirements. Projects & Asset Management• IT Projects: Contribute to ad hoc projects, including hardware refreshes, office expansions, and system-wide software deployments. • Lifecycle Management: Assist in IT asset management, ensuring accurate inventory tracking from procurement to decommissioning. Education & Experience Requirements • Education: Associate's degree in Information Technology or a High School Diploma with equivalent relevant work experience. • Professional Experience: 3-7 years of experience in a Help Desk, Service Desk, or Desktop Support environment. Preferred Background: Experience in a Managed Service Provider (MSP) or a large-scale corporate environment, OR experience as a Systems Administrator for a small-to-medium business. • Certifications: Industry credentials such as CompTIA A+, Network+, Microsoft 365 Certified: Endpoint Administrator Associate, or Azure Fundamentals are highly preferred. • Technical Depth: Expert-level command of Windows 11 and Microsoft 365 administration. Proven experience with Identity Management (Entra ID/Active Directory) and MDM (Intune). Proficiency with Remote Monitoring and Management (RMM) tools and advanced ticketing workflows to ensure proactive system health and accurate data capture. • Remote Support: Demonstrated ability to resolve complex issues over the phone or via remote desktop tools without physical access to the device. Key Competencies • The "Customer-First" Mindset: Exceptional interpersonal skills with the ability to translate "tech-speak" into user-friendly instructions. • Analytical Writing: Strong written communication skills with a focus on technical clarity, grammar, and structured documentation. • Autonomy & Teamwork: Ability to work independently in a fast-paced environment while remaining a cohesive, collaborative team member. • Discretion: Proven ability to handle sensitive data and confidential information with the highest level of professionalism. Physical Demands: The physical demands described here represent those required to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform key responsibilities. • Strength & Mobility: This position primarily involves seated work, with occasional standing or walking as needed. Must be able to exert up to 10 lbs. of force occasionally, up to 5 lbs. frequently, and a negligible amount constantly to lift, carry, push, or pull objects. • Dexterity & Coordination: Frequent use of hands and fingers for typing, handling documents, operating office equipment, and interacting with digital tools. • Visual & Auditory Requirements: Requires specific vision abilities, including close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus for reading, computer work, and document review. • Cognitive & Communication Demands: Requires sustained mental focus, problem-solving, and analytical skills. Effective verbal and written communication, including collaborating with others, phone calls, emails, and in-person discussions. • Work Environment: Typical office setting with controlled lighting, temperature, and noise levels. 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 is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to any factor, including veteran status and disability status, protected by applicable federal, state or local laws. 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.

Created: 2026-03-04