IT Support Specialist I

About KnowBe4

KnowBe4, the provider of the world's largest security awareness training and simulated phishing platform, is used by tens of thousands of organizations around the globe. KnowBe4 enables organizations to manage the ongoing problem of social engineering by helping them train employees to make smarter security decisions, every day.

Fortune has ranked us as a best place to work for women, for millennials, and in technology for four years in a row! We have been certified as a "Great Place To Work" in 8 countries, plus we've earned numerous other prestigious awards, including Glassdoor's Best Places To Work.

Our team values radical transparency, extreme ownership, and continuous professional development in a welcoming workplace that encourages all employees to be themselves. Whether working remotely or in-person, we strive to make every day fun and engaging; from team lunches to trivia competitions to private parties at theme parks, there is always something exciting happening at KnowBe4.

Clearwater positions open to candidates located in greater Tampa Bay area.

The IT Support Specialist I will handle level 1 type tickets and issues. This position will focus on the support of desktop and laptop systems, including break/fix service, operating system and application loading, application configurations and user settings and desktop administrative duties.

Responsibilities:

• Manage the end user services group and facilitate coordination with the business and IT leadership 
• Work collaboratively across Business, IT Operations and IT Applications teams to quickly resolve desktop issues, set up and maintain desktop configurations and fine tuning, and keep desktops current with the latest patches and updates 
• Resolve incidents assigned via the Incident Management System by monitoring the ticketing queue to prioritize, allocate and ensure timely resolution of tickets 
• Interface directly with and interview partner teams to define application purpose, hardware/application dependencies, support standards, including testing strategy, response requirements and escalation points 
• Follow best practices for desktop support with a focus on continuous improvement 
• Perform hardware & software installs, desk moves, additions and changes as required
• Apply troubleshooting and problem-solving skills to guide and assist the user community on issues related to design, development and deployment of desktop hardware and desktop applications 
• Collaborate with application project teams by participating in project UAT testing for desktop dependencies 
• Work with IT Leadership for continuous improvement of customer satisfaction  
• Troubleshoot all desktop and peripheral support issues, including both hardware and software
• Assist with the administration of G-suite, including new user creation, security groups, folder permissions and group policy 
• Administer and troubleshoot all company desk phones and mobile devices 
• Set up and configure new hardware and software 
• Manage service desk goals, priorities, escalations, volumes, aged tickets and other associated processes and metrics. 
• Provide recommendations to leadership in the development, implementation, and evaluation of new or modified policies, practices, and procedures 
• Work with the Service Desk, Application Support, and infrastructure teams as needed for overall incident management 
• Evaluate critical systems, prioritize workflow and determine solutions

Requirements:

• Preferred Associate degree in a related information technology field or 3 years of equivalent experience
• Strong understanding of IT best practices and standards 
• Experience with Gmail and Google Docs
• Experience with Mac and Apple products
• Experience with MS Office (Word and Excel)
• Experience with web browsers (Chrome, Internet Explorer, etc.)
• A+ Certification Network+ Certification and G-Suite Certification obtained within 2 years of hire
• Excellent verbal, written and relationship skills used to interact with a global group of technical and non-technical people. 
• Read and understand technical manuals
• Work for extended time at keyboard/terminal 
• Maintain effective working relationships with supervisor and coworkers 
• Work flexible hours, including weekends and evenings
• Strong work ethic and emphasis on attention to details. 
• Ability to operate effectively in a team environment with both technical and non-technical team members. 
• Ability to multitask and prioritize 
• Strong customer service and orientation in execution
• Ability to manage time effectively and set priorities appro