IT Help Desk

Kore.ai is a globally recognized leader in the conversational and generative AI space helping enterprises deliver extraordinary experiences for their customers, employees, and contact center agents. Kore.ai’s goal is to empower businesses with effective, simple and responsible AI solutions that create engaging interactions. sectors serving over 100M of consumers and 500,000+ employees worldwide. With billions of interactions automated using our AI-powered technology, we have been able to save over $500M for these companies. 

Kore.ai is one of the fastest growing AI companies globally. We are recognized as a leader by the leading technology and industry analysts like Gartner, Forrester, IDC, ISG, Everest, and others. 

Founded in 2014 by serial successful entrepreneur, Raj Koneru, Kore.ai supports customers globally across offices in Orlando, Hyderabad, New York, London, Germany, Dubai Frankfurt, Tokyo and Seoul.

We’re reshaping the way companies harness the power of AI, simplifying and enhancing accessibility. Work alongside some of the brightest minds in the industry to pioneer safe, reliable solutions. Join the Kore.ai team and help companies of all sizes simplify the adoption of advanced AI solutions responsibly.

It Help Desk

Summary:

We are hiring an in-office IT Help Desk associate for our Orlando office. Our IT Help Desk will assist internal customers with both Windows and Mac laptops so should have a good understanding of both.

You will be hands-on alongside our full-time team making improvements to our office environment, updating physical and virtual office tools, providing tech support across all departments, and documenting internal IT Support solutions.

Our IT Help Desk associate has a can-do attitude, is a collaborative problem solver who enjoys helping people. The perfect candidate is unafraid to ask questions and is comfortable learning independently. This candidate will troubleshoot in real-time and listen attentively to the end user. Responsiveness and follow-up will be critical to providing excellent customer service.

LOCATION: Orlando, FL

Responsibilities:

·       Provide Technical Support: Offer first-line technical support via phone, email, or a ticketing system. This includes troubleshooting and resolving issues related to hardware (laptops, desktops, printers), software (operating systems, applications), and network connectivity.

·       Ticket Management: Log, track, and manage all support requests in a help desk ticketing system. Prioritize issues based on urgency and impact and escalate when necessary.

·       User Account Management: Create, modify, and delete user accounts and access permissions in various systems, such as Google Workspace, Active Directory or other identity management platforms. This often includes assisting with password resets and account lockouts.

·       Hardware and Software Installation: Install, configure, and maintain computer hardware, software, and peripherals. This may involve setting up new workstations for employees or deploying new software updates.

·       Documentation: Create and maintain clear and concise documentation of IT procedures, frequently asked questions (FAQs), and troubleshooting guides to help users resolve common issues themselves.

·       Communication: Communicate effectively with users to understand their technical problems, provide status updates, and ensure they are satisfied with the resolution.

Must Have Requirements & Skills:

• Minimum 5 years’ experience as IT Technician or Desktop Support required
• Previous experience & strong understanding of common operating systems (Windows, macOs), productivity suites (Google Workspace, Microsoft Office) and network fundamentals (TCP/IP, Wi-Fi)      
• Excellent diagnostic and problem-solving skills
• Exceptional communication (written & verbal) capabilities
• Work with outside vendors to purchase parts/service as needed
• Outstanding organizational and time-management skills
• Good knowledge of internet security and data privacy principles
• Candidates must be currently residing in Orlando area for this onsite/in-office position
• Be able to work 40 hours/week between 8am-5pm Monday - Friday

Education Requirements

• Degree in Computer Science, engineering, or relevant field preferred
• Certification as IT Technician will be an advantage (e.g., CompTIA A+, Microsoft Certified IT Professional) preferred

Depending on specific professional experience and geographical location of individuals, the salary for this position ranges from $ 28.00/hour - $30.00/hour. Additional benefit details will be shared during the formal interview process for this full-time employment opportunity.