IT Core Support

About KnowBe4

Join the cybersecurity company that puts security first; literally and without compromise. At KnowBe4, our AI-driven Human Risk Management platform empowers over 70,000 organizations worldwide to strengthen their security culture and transform their workforce from their biggest vulnerability into their strongest security asset. As the undisputed industry standard with unusually high customer retention rates and recognition as a Leader by G2 and TrustRadius, we're not just providing security awareness training - we're redefining what it means to be a trusted security partner in an increasingly complex threat landscape.

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 local outings, there is always something exciting happening at KnowBe4.

Please submit your resume in English.

Role of an IT Core Support

The IT Core Support 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 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
• Ensures seamless hardware deployment by managing logistics and timely delivery to support successful employee onboarding
• Support comprehensive IT hardware audits by maintaining detailed asset records and reconciling physical stock with digital logs

Qualifications

• 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 appropriately in a dynamic, time-sensitive environment.
• Results driven and time management skills
• Strong organizational and problem-solving skills
• Ability to handle confidential matters with discretion

Our Fantastic Benefits

We offer company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, and certification completion bonuses - all in a modern, high-tech, and fun work environment. For more details about our benefits in each office location, please visit www.knowbe4.com/careers/benefits.

Note: An applicant assessment and background check may be part of your hiring procedure.

Individuals seeking employment at KnowBe4 are considered without prejudice to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation or any other characteristic protected under applicable federal, state, or local law. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please visit www.knowbe4.com/careers/request-accommodation.

No recruitment agencies, please.

Key skills/competency

• Desktop Support
• Incident Management
• G-suite Administration
• Hardware Troubleshooting
• Software Configuration
• Technical Support
• Asset Management
• Customer Service
• Problem-Solving
• IT Best Practices