Information Technology Help Desk Technician

About Us:

Krayden Inc. is a leading, technical distributor that partners with the industry’s premier suppliers to deliver engineered solutions, customized support, and best in class responsiveness to our customers.

• Products that perform: We supply specialty engineered solutions from premier suppliers, that enable our customers to push the envelope of innovation.
• Knowledge that serves: We provide technical knowledge & best-in class customized support to engineers & buyers of CM’s/OEM’s.
• Service that delivers: We have created a global distribution network to assist customers deliver on their desired outcomes.

Position Summary:

The IT Service Desk Technician is responsible for delivering high-quality, first-line technical support to end users across the organization. This role focuses on resolving IT incidents, supporting endpoint devices, and ensuring a smooth user experience through effective troubleshooting, documentation, and communication.

Key Responsibilities:

• Provide timely first-line IT support, including diagnosing, troubleshooting, and resolving technical issues in alignment with IT policies and service standards
• Support a wide range of hardware devices, including laptops, desktops, printers, and mobile devices
• Perform initial device setup, configuration, and deployment using Microsoft Intune, ensuring consistent endpoint provisioning and security compliance
• Process onboarding, offboarding, and role change requests, including account setup, access provisioning, and device preparation
• Log and manage incidents within the IT service management system, including prioritization, categorization, and resolution documentation
• Escalate issues appropriately based on priority, impact, and defined IT support procedures
• Maintain accurate and up-to-date documentation, knowledge base articles, and asset records
• Provide feedback to IT leadership by contributing “voice of the customer” insights and day-to-day operational observations
• Assist with IT projects and initiatives as assigned
• Ensure adherence to organizational policies and compliance standards (AS/ISO procedures and specifications)

Required Skills & Qualifications:

• Basic working knowledge of:
• Microsoft 365 (O365) Admin Center and applications (Outlook, Teams, SharePoint)
• Active Directory (user account management, permissions)
• Windows10 OS or greater
• Android/iOS
• Strong troubleshooting and problem-solving skills
• Previous experience supporting multi-site or remote users
• Excellent communication and customer service abilities
• Ability to manage multiple tasks and priorities in a fast-paced environment
• Experience using or exposure to an IT ticketing/service management system
• Ability to lift 35 lbs
• Must be comfortable performing physical tasks as needed, including bending, kneeling, and occasionally crawling under desks or workstations
• This is a 100% on-site position (no remote work available)

Preferred Skills:

• Experience with or knowledge of:
• Azure Active Directory (Entra ID)
• Microsoft Intune / Endpoint Manager
• Familiarity with device provisioning, endpoint security, and mobile device management (MDM)
• Basic understanding of networking concepts (DNS, DHCP, VPN)

Benefits:

Krayden offers a competitive employee-focused benefits package which includes Medical, Dental, Vision Care & Life insurance, Flexible Spending Accounts (FSA), Health Savings Account (HSA), 401(K) Retirement Plan, Tuition Reimbursement & much more.

Krayden Inc. is proud to be an Equal Opportunity Employer.