Named as one of Built In Colorado’s Best Places to Work 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.
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 school diploma or equivalent required; Associate's or Bachelor's degree a plus.
Success Criteria:
- Demonstrated ability to prioritize, troubleshoot, and resolve tickets within a defined SLA.
- Strong written and verbal communication in a professional environment; able to translate technical concepts for non-technical audiences.
- Customer-service orientation — patience and empathy with non-technical users; composure under pressure.
- Sound judgment about when to resolve an issue directly vs. escalate — particularly for security-related access requests that fall outside routine triage.
- Experience supporting a distributed/hybrid workforce preferred.
- Professionalism, discretion, and confidentiality when handling sensitive data and access requests.
- Work ethic that aligns with KPA's core values: Trust (earning trust through integrity, expertise, and acting in the client's best interest), Innovation (continuously seeking out ways to better serve clients), Excellence (holding ourselves to high standards in everything we do), and Results (moving with purpose to deliver meaningful outcomes).
Compensation:
- Annual pay rate between $33-36 per hour
- Bonus potential up to 7.5% annually
- This is a non-exempt, full-time position
Physical Requirements:
- Working at a computer typing and view a screen - Constantly
- Stationary sitting or standing - Constantly
- Visual Recognition - Constantly
- Communicating verbally and/or in writing - Often
- Hearing/Listening - Occasionally
- Travel - Seldom
Don’t meet every job requirement? At KPA, we are dedicated to building a diverse, inclusive, and authentic workplace. Studies have shown that women and people of color are less likely to apply unless they meet every requirement. If you’re excited about the role but your past experience doesn’t align perfectly with every qualification, we still encourage you to apply! You might just be the right candidate for this or other roles.
Please note that we may use AI tools to assist in the initial screening of resumes to help identify qualified candidates more efficiently. All decisions are reviewed by a human recruiter, and no hiring determination is made solely by automated means.
As a growing company KPA values its employees by supporting them with a full benefits package including Medical, Dental, Vision, Flexible Spending Accounts, PTO, Paid and Floating Holidays, 401k with Company match and immediate vesting, Company-funded Life Insurance, Employee Assistance Programs, and No-cost Mental Health Benefits.
KPA is committed to providing equal opportunity in all of our employment practices, including selection, hiring, promotion, transfer, and compensation, to all qualified applicants and employees without regard to race, religion, religious dress/grooming, color, ethnicity, sex (including sex stereotyping), sexual orientation, gender identity or gender expression, national origin, ancestry, citizenship status, creed, uniform service member status, military or veteran status, marital status, pregnancy, breast-feeding and/or pregnancy-related conditions, age, protected medical condition, leave status, physical or mental disability, genetic characteristics, or any other legally-protected status in accordance with the requirements of all federal, state and local laws. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
If you need assistance or an accommodation due to a disability, you may contact us at [email protected].
Skills Required
- 2-4 years of IT support, helpdesk, or desktop experience (or combination of education and experience)
- Windows desktop and laptop support
- macOS support
- Familiarity with MDM/endpoint management concepts (Intune/Autopilot)
- Familiarity with identity and Microsoft 365 fundamentals (Entra ID, Exchange Online, SharePoint Online, OneDrive)
- Hands-on MFA enrollment/troubleshooting and conditional access concepts (user-facing)
- Basic networking fundamentals (TCP/IP, DNS, DHCP, VPN)
- Experience with ITSM/ticketing platforms (Freshservice, Salesforce Service Cloud, JIRA)
- Experience supporting email, collaboration tools and cloud services (Slack, Zoom, Microsoft 365 services)
- Experience or familiarity with endpoint/security tools (Rapid7, Cisco Umbrella, CrowdStrike, Cisco Duo, KnowBe4)
- Strong written and verbal communication; customer-service orientation
- High school diploma or equivalent
- Basic scripting/automation exposure (PowerShell)
- Certifications (CompTIA A+, Network+, Microsoft MS-900, CompTIA Security+)
- Experience supporting a distributed/hybrid workforce
What the Team is Saying
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KPA Compensation & Benefits Highlights
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Healthcare Strength — Health coverage includes medical, dental, vision, EAP/telehealth mental‑health access, life and disability insurance, plus pet insurance. Wellness initiatives such as online yoga/meditation and onsite gym access in some locations further bolster the offering.
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Retirement Support — A 401(k) with company match is repeatedly highlighted, with some postings noting immediate vesting. Financial programs like performance bonuses and charitable‑match options complement the core retirement benefit.
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Leave & Time Off Breadth — PTO that increases with tenure, paid and floating holidays, and paid volunteer time are consistently listed. These elements provide a broad foundation for time away from work.
KPA Insights
What We Do
KPA solutions help clients identify, remedy, and prevent workplace safety and compliance problems across their entire enterprise. The combination of KPA’s easy-to-use software platforms, consulting services, and award-winning training content helps organizations minimize risk so they can focus on what’s important—their core business. For nearly 40 years, KPA has helped 10,000+ clients achieve regulatory compliance, protect their business, and keep people safe.
Why Work With Us
Since 1986 we have been refining the core values with which we work together as a team and with our clients. Do you align with our core values of Integrity, Helpfulness, Excellence, Agility, Respectfulness, and Teamwork? It is these core values that promote our success through both organic growth and integrating acquisitions.
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KPA Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
KPA operates in a hybrid, remote-first work environment where daily office attendance is optional and teams get together in-person for collaboration.
