Desktop Support Technician first and third shift
Job Details
Connecticut - Wilton, CT
Full Time
4 Year Degree
Information Technology

The Support Practice Group of Kraft Kennedy is seeking applicants for these full-time position with the following schedules.


  • Third Shift Weekend
    • Friday through Tuesday, 1am to 10am
  • First Shift Weekend
    • Friday through Tuesday, 8:30am to 5:30pm OR
    • Wednesday through Sunday, 8:30am to 5:30pm


The Support Practice Group is a large and growing group of diverse technical staff providing a broad range of technology support in various industry verticals as part of Kraft Kennedy’s Managed Services offering.

This position reports to a Team Leader and will work closely with co-workers, senior technical staff and other support staff in this collaborative, highly active, engaging environment. Make a difference for our clients and grow your technical skills in the process.


Roles and Responsibilities

  • Provide remote support to our geographically diverse nationwide clients using industry standard remote connections, internal ticketing system, monitoring consoles and more.
  • Assist both client end users and IT staff with a broad range of computer application problems, server issues, virtualization, SAN, networking issues, security issues and more.
  • Escalate issues and interact closely with third-party vendors and other team members helping manage the resolution of complex client issues.
  • Initiate and perform Root Cause Analysis (RCA) on more complex client issues for one-time resolution.
  • Contribute to special internal facing projects, as assigned, to facilitate the growth of the Support Practice Group.
  • Provide regional local on-site client support, as necessary.
  • Participate in an on-call rotation.
  • Bachelor’s Degree in IT or related field or a minimum of 3 years of related work experience in lieu of a degree.
  • Strong customer service and communication skills.
  • Very organized and detail oriented, with a high degree of accuracy and follow up.
  • Strong problem solving and technical troubleshooting skills.
  • Experience supporting environments with Windows Server 2008/2008R2/2012/2012R2 and Exchange 2007/2010/2013 infrastructure is preferred.
  • Experience with server and network administration, software deployment and MS office. Document management experience preferred but not mandatory.
  • Some combined industry experience with Windows 7/8/10 desktop.
  • Virtualization and storage experience strongly preferred.
  • MCSE and/or related technical certifications are strongly preferred.