Helpdesk Support Technician

KPS Global (KPSG) is the North American industry leader in the manufacture, production, and installation of Walk-in Coolers and Freezers.  KPSG’s end-product serves many channels within the retail food market as well as industrial applications.  KPSG is headquartered in Fort Worth, Texas with most support activities centralized in the Fort Worth facility. KPSG maintains product manufacturing in five locations: San Dimas, CA; Fort Worth, TX; Piney Flats, TN; Conyers, GA and Goodyear, AZ.

KPS Global values its outstanding people who are deeply committed to providing innovative, high-quality service to clients from coast-to-coast. As a member of the KPS team, you’ll be part of an exciting and modern company culture where you will enjoy professional flexibility and benefit from an environment where creativity, innovation, and hard work are rewarded.

The Helpdesk Support Technician is responsible for providing first class technical support for all business units. This role plays a vital part of ensuring that KPS Global runs efficiently and remains competitive. 

• Provide frontline support thru helpdesk ticketing software for 5 KPSG facilities
• Escalate ticketing issues to multiple groups
• Answer incoming helpdesk phone calls
• Manage and create knowledgebase solutions for helpdesk ticketing software
• Participate in a 7am-7pm CST rotating on-call group
• Support multiple facilities in multiple time zones across the USA
• Execute Standard Operating Procedures for new hires, separations, moves, adds, changes, and deletes
• Image laptops and desktops with Microsoft based imaging software
• Deploy workstation installations both onsite and coordinate with 3rd party vendors remotely
• Assign and manage VOIP phone extensions and manage physical VOIP phone assets
• Manage equipment asset tracking using physical tags and software
• Take ownership of IT server room inventory
• Document new procedures and update current documentation
• Create and activate/deactivate access control badges in concert with Human Resources
• Coordinates IT vendor relationships and processes Purchase Orders
• Administers the IT Recycling stewardship program
• Manages IT Recycling stewardship program
• Supports SharePoint Systems and Architecture