IT Help Desk Specialist – Windows & 365

Kinder's; Walnut Creek (CA); On-site; USD 60,000 - 85,000; Full time

Job summary

Kinder’s is seeking a proactive Technology Analyst – IT Help Desk to keep our people connected, productive, and supported. You’ll provide hands-on technical support, troubleshoot hardware/software issues, and ensure employees have the tools they need to excel.

The role emphasizes strong IT support, problem-solving, and a passion for delivering an exceptional employee experience in a fast-paced environment with opportunities to build scalable IT processes as the company grows.

Qualifications

• 3+ years of experience in IT help desk, desktop support, technical support, or a related technology support role.
• Strong working knowledge of Windows operating systems, Microsoft 365 applications, and common business technology platforms.
• Experience troubleshooting hardware, software, networking, connectivity, and user access issues.
• Familiarity with IT ticketing systems, incident management, and technical support best practices.
• Experience with user account administration, Microsoft Entra ID (Azure AD), Active Directory, or similar identity management platforms.
• Working knowledge of endpoint management tools, device provisioning, and basic IT security practices.
• Strong analytical and troubleshooting skills with the ability to independently diagnose and resolve technical issues.
• Excellent communication and interpersonal skills, with the ability to translate technical concepts into clear, approachable guidance.
• Strong organizational skills and the ability to prioritize competing requests in a fast-paced environment.
• A customer‑service mindset, strong sense of accountability, and willingness to take initiative.
• Ability to collaborate across departments while maintaining confidentiality and professionalism.

Responsibilities

• Provide Tier 1 and Tier 2 technical support to employees, resolving hardware, software, network, connectivity, and system access issues.
• Troubleshoot and resolve technical incidents involving laptops, desktops, mobile devices, printers, peripherals, and collaboration tools.
• Manage incoming support requests through the IT ticketing system, ensuring timely resolution, accurate documentation, and effective communication.
• Diagnose recurring technical issues, identify root causes, and recommend solutions to improve reliability and employee productivity.
• Escalate complex technical issues to appropriate internal teams or external vendors while maintaining ownership of the employee experience.
• Support the configuration, deployment, maintenance, and troubleshooting of employee hardware, software, and technology equipment.
• Assist with the administration and support of Microsoft 365, including Outlook, Teams, SharePoint, OneDrive, and related productivity applications.
• Support user account management, access permissions, password resets, and authentication troubleshooting across enterprise systems.
• Assist with device management, software installations, operating system updates, and endpoint security requirements.
• Maintain accurate IT asset inventories, equipment assignments, and technology documentation.
• Coordinate technology setup for new hires, ensuring equipment, applications, and system access are ready for their first day.
• Partner with People & Culture and business leaders to deliver a seamless technology onboarding experience.
• Manage technology-related offboarding activities, including account deactivation, equipment recovery, and access removal in accordance with company policies.
• Provide employee training and guidance on technology tools, best practices, and self-service resources.
• Identify opportunities to improve help desk workflows, support processes, and technology service delivery.
• Develop and maintain knowledge base articles, troubleshooting guides, and standard operating procedures.
• Support IT security practices, including multifactor authentication, endpoint protection, access controls, and data security protocols.
• Assist with technology upgrades, system implementations, and cross-functional IT projects.
• Collaborate with internal stakeholders and external technology partners to support a secure, reliable, and scalable IT environment.

Skills

IT Help Desk

Windows OS

Microsoft 365

Troubleshooting

Azure AD

Tools

Ticketing system

Endpoint management tools

Job description

Kinder’s is seeking a proactive Technology Analyst – IT Help Desk to keep our people connected, productive, and supported. You’ll provide hands-on technical support, troubleshoot hardware/software issues, and ensure employees have the tools they need to excel.

The role emphasizes strong IT support, problem-solving, and a passion for delivering an exceptional employee experience in a fast-paced environment with opportunities to build scalable IT processes as the company grows.