Kaptyn Inc.
IT Service Desk engineer II
Kaptyn Inc., Las Vegas, Nevada, us, 89105
Our Mission Statement
Transforming the shared mobility customer experience for good by managing a platform of sustainable vehicles and professional drivers.
Looking To Move People?
We are passionate about helping people reach their destination in the most comfortable, efficient, stylish and sustainable ways possible, and believe it's equally as important to create great lives for our team members and their families.
Who is Kaptyn?
Since 2016 we've been on a mission to make transportation more efficient, enjoyable and accessible. We started by creating an innovative software suite to help transportation companies manage their operations. It was a good start, but we knew that we could have a bigger impact. So, in 2019 we decided to purchase two of the best fleet operations in America and combine them into a force for change. In 2020 we will unveil the future of transportation and are looking for passionate team members to join us to advance our mission. Our commitment to creating a better experience in a better way is fueled by a belief that the transportation industry needs to focus less on eliminating drivers and more on empowering them. We are also dedicated to making every ride as sustainable and enjoyable as possible, while being a model for other companies to emulate.
About the role
The IT Service Desk Engineer plays a crucial role in providing technical support and assistance to end-users within an organization. This role involves diagnosing and resolving hardware and software issues, responding to user inquiries, and ensuring the smooth operation of IT systems. The IT Service Desk Engineer works closely with various departments to deliver effective and timely solutions, contributing to overall IT service excellence.
What you'll do
Technical Support: Provide first-line technical support to end-users via phone, email, or in-person. Diagnose and resolve hardware, software, and network issues in a timely manner. Escalate complex problems to higher-level support teams when necessary. Incident Management:
Log and track incidents reported by end-users via Kaptyn's Ticket system, ensuring accurate and comprehensive documentation. Monitor, screen, and be the front-line responder to customer-submitted support tickets, and coordinate with other IT staff to resolve tickets. Prioritize and manage incidents based on severity and impact. Communicate with end-users regarding incident status and resolution. User Training and Guidance:
Assist users in users in understanding and utilizing IT systems. Need good working knowledge and experience with MS Office applications, and tools including ''Microsoft 365''(Teams, Outlook, word etc...) Provide training and guidance on best practices for technology usage. Hardware and Software Deployment:
Install, configure, and deploy computer hardware and software. Collaborate with other IT teams to implement system upgrades and patches. Documentation:
Maintain up-to-date documentation of IT systems, procedures, and configurations. Contribute to the knowledge base for common issues and solutions. Security Compliance:
Help define and enforce security policies and procedures to protect against unauthorized access and potential threats. Stay informed about the latest security threats and technologies. Collaboration:
Collaborate with other IT teams to ensure seamless integration of systems and applications. Work closely with vendors to resolve issues and implement improvements. Continuous Improvement:
Identify opportunities for process improvement and efficiency gains. Stay current on emerging technologies and recommend enhancements to existing systems. Network Administration:
Thorough knowledge and experience with network protocols on the individual computer level as well as LAN and WAN level. Manage web hosting and site monitoring. Good working knowledge of router and security device configuration and management Qualifications
Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience). Proven experience in a similar technical support role. Strong troubleshooting and problem-solving skills. Excellent communication and customer service skills. Knowledge of ITIL framework is a plus. Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar are desirable.
Transforming the shared mobility customer experience for good by managing a platform of sustainable vehicles and professional drivers.
Looking To Move People?
We are passionate about helping people reach their destination in the most comfortable, efficient, stylish and sustainable ways possible, and believe it's equally as important to create great lives for our team members and their families.
Who is Kaptyn?
Since 2016 we've been on a mission to make transportation more efficient, enjoyable and accessible. We started by creating an innovative software suite to help transportation companies manage their operations. It was a good start, but we knew that we could have a bigger impact. So, in 2019 we decided to purchase two of the best fleet operations in America and combine them into a force for change. In 2020 we will unveil the future of transportation and are looking for passionate team members to join us to advance our mission. Our commitment to creating a better experience in a better way is fueled by a belief that the transportation industry needs to focus less on eliminating drivers and more on empowering them. We are also dedicated to making every ride as sustainable and enjoyable as possible, while being a model for other companies to emulate.
About the role
The IT Service Desk Engineer plays a crucial role in providing technical support and assistance to end-users within an organization. This role involves diagnosing and resolving hardware and software issues, responding to user inquiries, and ensuring the smooth operation of IT systems. The IT Service Desk Engineer works closely with various departments to deliver effective and timely solutions, contributing to overall IT service excellence.
What you'll do
Technical Support: Provide first-line technical support to end-users via phone, email, or in-person. Diagnose and resolve hardware, software, and network issues in a timely manner. Escalate complex problems to higher-level support teams when necessary. Incident Management:
Log and track incidents reported by end-users via Kaptyn's Ticket system, ensuring accurate and comprehensive documentation. Monitor, screen, and be the front-line responder to customer-submitted support tickets, and coordinate with other IT staff to resolve tickets. Prioritize and manage incidents based on severity and impact. Communicate with end-users regarding incident status and resolution. User Training and Guidance:
Assist users in users in understanding and utilizing IT systems. Need good working knowledge and experience with MS Office applications, and tools including ''Microsoft 365''(Teams, Outlook, word etc...) Provide training and guidance on best practices for technology usage. Hardware and Software Deployment:
Install, configure, and deploy computer hardware and software. Collaborate with other IT teams to implement system upgrades and patches. Documentation:
Maintain up-to-date documentation of IT systems, procedures, and configurations. Contribute to the knowledge base for common issues and solutions. Security Compliance:
Help define and enforce security policies and procedures to protect against unauthorized access and potential threats. Stay informed about the latest security threats and technologies. Collaboration:
Collaborate with other IT teams to ensure seamless integration of systems and applications. Work closely with vendors to resolve issues and implement improvements. Continuous Improvement:
Identify opportunities for process improvement and efficiency gains. Stay current on emerging technologies and recommend enhancements to existing systems. Network Administration:
Thorough knowledge and experience with network protocols on the individual computer level as well as LAN and WAN level. Manage web hosting and site monitoring. Good working knowledge of router and security device configuration and management Qualifications
Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience). Proven experience in a similar technical support role. Strong troubleshooting and problem-solving skills. Excellent communication and customer service skills. Knowledge of ITIL framework is a plus. Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or similar are desirable.