Help Desk Technician I

Our software has more than 130,000 active users in more than 40 countries from organizations including the U.S. Department of Justice and more than 190 of the Am Law 200. We have grown significantly over the last several years and continue striving to build software that helps solve our customers’ toughest e-discovery and unstructured data challenges.

As the Help Desk Support Technician, you will be responsible for providing computer, device, hardware, software, storage, networking and operational support for kCura employees. The role works under steady direction of managers and senior team member.

• Assist in setting up devices for new hires, desk/location moves, and providing user accounts and access to resources
• Control hardware and software assets as they relate to the end user
• Respond to basic requests for assistance in person, via phone, and electronically
• Assist with troubleshooting and resolution of basic problems for all networked devices (desktops, laptops, tablets, mobile phones)
• Assist with configuration, deployment, and troubleshooting of workstations
• Assist with frequent requests by contributing to an online knowledge base
• Contribute to support documentation updates
• Prepare activity reports
• Maintain software and hardware inventory
• Log all help desk interactions through the Help Desk ticket management system

• BA/BS in computer-related field, or at least one year of technical support experience
• Operating Systems knowledge - Windows 7, Windows 8, OS X, iOS, Android
• Desktop software knowledge - Microsoft Office, modern browsers, hardware, software, and networking concepts
• Knowledge of virtualization and cloud-based concepts
• Logical troubleshooting progression
• Adaptability
• Attention to detail
• Ability to lift 40 pounds