IT Service Desk Technician

About Kingspan Americas

Kingspan Americas is part of Kingspan Group, a global leader in high‑performance insulation and building envelope solutions. With operations in more than 80 countries, the Group is committed to advancing a net‑zero emissions future and delivering sustainable, high‑performance products for buildings around the world.

Across North America and LATAM, Kingspan Americas includes multiple business units, 25 manufacturing sites, and continues to grow through ongoing investment and strategic acquisitions. The region operates within a decentralized model, with each business managing its own systems and applications while leveraging shared IT infrastructure and support.

Kingspan Americas IT functions as a divisional shared service, providing the core network, infrastructure, and frameworks that enable each business to innovate, streamline processes, and adopt new technologies, including automation and AI, to drive efficiency and growth. 

Ready to be part of our team?    

We are looking for an IT Service Desk Technician for our Deland, FL office!

In-person position, not remote or WFM

Sponsorship is not available for this opportunity

Summary: The IT Service Desk Technician delivers world-class technical support to Kingspan Americas employees via phone, chat, remote tools, and in-person interactions. This role is designed for a technical professional who possesses the efficiency of a seasoned Help Desk agent and the technical depth of a Systems Administrator.

The successful candidate will manage the full lifecycle of technical issues, providing first-contact triage through advanced troubleshooting and escalation management. Beyond incident resolution, this role is a key contributor to our Knowledge Base, process improvement initiatives, and internal IT projects. We are specifically looking for candidates with experience in high-volume MSP/enterprise environments or those who have managed diverse technical stacks in smaller-scale systems administration roles.

Essential Duties & Responsibilities

Advanced Technical Support & Troubleshooting

· Primary Queue Management: Act as a lead responder for the Service Desk phone and ticketing queue, ensuring rapid response times for all Kingspan Americas staff.

· Advanced Incident Resolution: Provide in-depth troubleshooting for Windows 11, Microsoft 365, and proprietary business applications, resolving complex issues that would otherwise require infrastructure team intervention.

· Hardware & Mobility: Install, configure, and maintain desktops, laptops, and mobile devices (iOS/Android). Manage mobile deployments through MDM platforms.

· Remote & On-Site Support: Support a distributed workforce using remote assistance tools; participate in occasional travel to remote offices and manufacturing plants for high-touch support or deployments.

Workflow & Ticket Lifecycle Management

· Data Integrity: Meticulously log all interactions—including calls, walk-ups, and direct messages—within the Service Desk ticketing system.

· SLA Adherence: Monitor, update, and close tickets in strict alignment with established Service Level Agreements (SLAs).

· Escalation Management: Act as the primary filter for complex issues; ensure thorough documentation of all "work performed" prior to engaging senior technical staff to ensure a seamless handoff.

Knowledge Management & Continuous Improvement

· Documentation Leadership: Create, audit, and maintain user-facing and internal Knowledge Base (KB) articles and Standard Operating Procedures (SOPs).

· Root Cause Analysis: Identify recurring technical trends and propose system enhancements or training opportunities to reduce ticket volume.

· Compliance: Maintain strict adherence to the IT Manual, Kingspan North America Employee Handbook, and security compliance requirements.

Projects & Asset Management

· IT Projects: Contribute to ad hoc projects, including hardware refreshes, office expansions, and system-wide software deployments.

· Lifecycle Management: Assist in IT asset management, ensuring accurate inventory tracking from procurement to decommissioning.

Education & Experience Requirements

· Education: Associate’s degree in Information Technology or a High School Diploma with equivalent relevant work expe