Service Desk Technician

Kavaliro is seeking an IT Service Desk Technician to support a client in Orlando, Florida.

About The Role

We are looking for a motivated and customer-focused IT Service Desk Technician to join our support team. In this role, you will serve as the first point of contact for end users experiencing technical issues, providing timely and effective resolution across hardware, software, and network-related problems.

Responsibilities

• Serve as the first point of contact for IT support requests via phone, email, ticketing system, and walk-up.
• Diagnose and resolve hardware and software issues on desktops, laptops, printers, and mobile devices.
• Install, configure, and maintain operating systems and standard business applications.
• Escalate unresolved issues to Tier 2 or Tier 3 support teams as appropriate.
• Create, manage, and close tickets in the ITSM platform (e.g., ServiceNow, Jira, Freshservice), ensuring accurate documentation of all work performed.
• Set up and configure new user accounts, workstations, and peripherals.
• Assist with basic network troubleshooting, including connectivity and VPN issues.
• Follow ITIL best practices for incident and request management.
• Maintain and update the internal knowledge base with troubleshooting guides and FAQs.
• Provide excellent customer service and clear communication to non-technical users.

Requirements

• CompTIA A+ Certification is required.
• 1+ years of experience in a helpdesk or technical support role (or equivalent hands-on experience).
• Solid understanding of Windows 10/11 operating systems and Microsoft 365 applications.
• Familiarity with Active Directory user account management.
• Basic knowledge of networking concepts (TCP/IP, DNS, DHCP).
• Strong problem-solving skills and attention to detail.
• Excellent verbal and written communication skills.

Preferred Qualifications

• CompTIA Network+ or Security+ certification.
• Experience with remote desktop tools such as TeamViewer or ConnectWise.
• Exposure to ITSM platforms and ticketing workflows.
• Understanding of ITIL fundamentals (ITIL Foundation certification a plus).
• Experience supporting macOS or mobile device management (MDM) platforms.

Benefits

• Competitive salary and benefits package.
• Opportunities for professional development and certification reimbursement.
• A collaborative team environment with a clear path for growth into Tier 2 support or systems administration roles.

Schedule

On-Site