What are the responsibilities and job description for the Help Desk Technician position at Krapf Group?
OVERVIEW OF KRAPF GROUP:
Krapf Group Vision: Provide the best passenger transportation anytime, anywhere. Krapf is serious about service and safety. We are one of the largest private, family-owned school bus contractors in the U.S. In addition, Krapf has transit, paratransit and charter lines of business. Founded in 1942 with two employees, Krapf has grown to thousands of employees in multiple states. Krapf Corporate Headquarters is located in West Chester, Pennsylvania.
EXPECTATIONS:
POSITION SUMMARY:
This position will support the IT Manager in the day-to-day IT operations across all of the business units. This individual will assist in maintaining all IT infrastructure including desktops, servers, printers and network equipment. This person will be responsible for providing support to end-users on hardware, software and network related problems.
ESSENTIAL DUTIES & RESPONSIBILITIES:
DIRECT REPORTS:
QUALIFICATIONS:
EDUCATION:
PHYSICAL REQUIREMENTS:
SAFETY SENSITIVE STATUS:
This job is not considered Safety-Sensitive. However, if the incumbent either holds a Safety-Sensitive credential and / or performs Safety-Sensitive duties, they will be subject to random substance, drug and alcohol testing.
This job description supersedes all previous job descriptions and like documents. This job description is summarized in general terms and may not include all job responsibilities related to the position. Krapf reserves the right to interpret, clarify or make changes or revisions to this job description as specific situations warrant.
Krapf Group Vision: Provide the best passenger transportation anytime, anywhere. Krapf is serious about service and safety. We are one of the largest private, family-owned school bus contractors in the U.S. In addition, Krapf has transit, paratransit and charter lines of business. Founded in 1942 with two employees, Krapf has grown to thousands of employees in multiple states. Krapf Corporate Headquarters is located in West Chester, Pennsylvania.
EXPECTATIONS:
- Support Krapf vision and mission in all activities
- Demonstrate Krapf Core Values of commitment, open communication, respect and excellent service
- Represent Krapf in a professional, business-like manner
- Comply with all Krapf employee and safety policies
POSITION SUMMARY:
This position will support the IT Manager in the day-to-day IT operations across all of the business units. This individual will assist in maintaining all IT infrastructure including desktops, servers, printers and network equipment. This person will be responsible for providing support to end-users on hardware, software and network related problems.
ESSENTIAL DUTIES & RESPONSIBILITIES:
- Act as the first point of contact for end-users seeking technical assistance via phone, email, or in-person.
- Provide prompt and courteous technical support to resolve hardware, software, and network-related issues.
- Log all support requests, incidents, and service requests in a ticketing system.
- Diagnose and troubleshoot technical issues, identifying root causes and providing effective solutions.
- Escalate complex issues to appropriate IT team members when necessary and follow up on resolutions.
- Install, configure, and maintain computer hardware, operating systems, and software applications.
- Perform routine maintenance and updates on desktops, laptops, and peripheral devices.
- Troubleshoot and resolve hardware and software issues on end-user systems.
- Set up and configure new workstations, ensuring they meet organizational standards.
- Provide user training and documentation for common desktop procedures and applications.
- Offer user training and guidance on the proper use of hardware and software.
- Assist with user account management, password resets, and access permissions.
- Educate end-users on best practices for data security and compliance.
- Maintain a high level of professionalism and patience when dealing with users, providing exceptional customer service.
- Create and maintain detailed documentation of technical procedures and issue resolutions.
- Share knowledge with team members to enhance the overall efficiency of IT support operations.
- Monitor and manage hardware and software inventory to ensure optimal asset tracking and allocation.
- Collaborate with procurement to order and manage IT equipment.
- Occasional after-hours support and on-call duties may be required.
- Willingness to travel to remote locations as needed.
DIRECT REPORTS:
- None
QUALIFICATIONS:
- Proven experience in a help desk and desktop support role.
- Proficiency in Windows operating systems.
- Strong knowledge of common business applications and productivity tools.
- Excellent troubleshooting and problem-solving skills.
- Strong customer service orientation and communication skills.
- Familiarity with IT ticketing systems.
- Certifications such as CompTIA A , CompTIA Network , or Microsoft Certified Desktop Support Technician (MCDST) are a plus.
- Ability to work independently and collaboratively within a team.
- Self-started and able to take a task and run with it to completion.
EDUCATION:
- Bachelor's degree in information technology or a related field is preferred but not required.
PHYSICAL REQUIREMENTS:
- Able to lift 50 lbs. or more
SAFETY SENSITIVE STATUS:
This job is not considered Safety-Sensitive. However, if the incumbent either holds a Safety-Sensitive credential and / or performs Safety-Sensitive duties, they will be subject to random substance, drug and alcohol testing.
This job description supersedes all previous job descriptions and like documents. This job description is summarized in general terms and may not include all job responsibilities related to the position. Krapf reserves the right to interpret, clarify or make changes or revisions to this job description as specific situations warrant.
