IT Core Support (Position located in Arlington, Virginia)

KnowBe4 • Arlington, VA

17h • Onsite

About The Position

KnowBe4 is the global leader in Human Risk Management, trusted by over 70,000 organizations worldwide to secure their employees and AI agents for over 15 years. We're pioneering a new era of security. AI-powered since 2016. And market-leading since day one.

Our HRM+ combines continuous risk intelligence, advanced technical defenses, and personalized training to help organizations build strong security cultures. We help organizations understand, measure, and reduce human risk across their entire workforce, defending against, deepfakes, and emerging AI-powered threats.

We believe that protecting organizations from cyberthreats and creating a positive environmental impact go hand in hand. True resilience is collective, it requires us to protect our people, our data, and our planet.
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.

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 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

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

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree