IT Help Desk Technician II

The IT Help Desk Technician II at Kairos Power is responsible for responding to IT support queries from team members, diagnosing and resolving system errors, managing hardware and software installations, and configuring end-user devices. This role also involves writing documentation for user help resources and training new hires on IT setups.

To qualify for the IT Help Desk Technician II role at Kairos Power, candidates typically need 5+ years of recent IT support experience, preferably in an engineering or regulated industry. A Bachelor's Degree in Computer Science or a related field is preferred, along with hands-on experience with various operating systems and networking concepts.

Successful candidates for the IT Help Desk Technician II position at Kairos Power should possess strong communication skills, problem-solving abilities, and proficiency in handling desktop and mobile operating systems. Familiarity with network administration concepts, excellent customer service, and a proactive approach to IT support are essential.

As an IT Help Desk Technician II at Kairos Power, you contribute directly to the company's mission of transitioning to clean energy by ensuring that all technological systems are operational. This support role is critical in enabling engineers and other staff to focus on innovative projects without being hindered by IT-related issues.

Working as an IT Help Desk Technician II at Kairos Power means being part of a collaborative and dynamic environment. You will be in an office setting, often engaging with a range of team members, solving problems, and adapting quickly to the fast-paced nature of a growing tech-driven company.

When answering this question, share specific examples from your past work where you successfully diagnosed and resolved hardware failures or software bugs. Be ready to discuss the tools and methodologies you used, as well as how you communicated with the user throughout the process.

It’s best to highlight your familiarity with Windows, macOS, and mobile operating systems like iOS and Android. Explain your experience level with each, such as software installations, configurations, and troubleshooting practices you have successfully implemented.

Discuss your strategy for assessing the urgency and impact of each request. Explain how you determine which issues need immediate attention and how you communicate with users regarding the status of their requests.

Provide examples of your working knowledge in areas such as DNS, DHCP, and VLAN management. Mention any hands-on experience with network equipment, and describe how this knowledge has helped you solve issues in the past.

Share a specific instance where you identified a repetitive IT task and developed a script or solution to automate it. Discuss the impact this had on your team's efficiency and any feedback you received from colleagues.

Emphasize your commitment to providing excellent customer service, even in challenging situations. Share strategies you use to listen actively, empathize, and keep the user informed about the resolution process.

Demonstrate your proactive approach to professional development by mentioning relevant publications, online courses, or conferences you attend. Discuss how this knowledge helps you bring valuable insights into your role.

Highlight the importance of comprehensive documentation in facilitating smooth IT operations and training new staff. Provide examples of how you have contributed to or improved documentation practices in your previous roles.

Discuss any tools you’ve used for remote troubleshooting and the methods you've employed to resolve issues without being physically present. Share your approach to ensuring clear communication and user satisfaction in remote scenarios.

Explain your strategy for problem-solving in unfamiliar situations. Emphasize your willingness to research, seek help from peers, and ensure that you follow up with the user once a solution is found.