Service Desk Technician

19 Hours ago • 1 Years +

Job Summary

Job Description

We are seeking a motivated and customer-focused Service Desk Analyst to join our IT support team. This role is the first point of contact for employees, ensuring timely resolution of IT issues and efficient escalation when necessary. Key responsibilities include frontline IT support, managing the 'Citizen Chat' platform, providing device and mobility support, and assisting with user onboarding/offboarding. The ideal candidate will have 1+ years of corporate IT Service Desk experience and a foundational understanding of IT systems like Active Directory and network drive mappings.
Must have:
  • Monitor and respond to tickets via the Service Desk system
  • Perform basic triage and routing to appropriate teams
  • Handle password resets, account unlocks, and Active Directory changes
  • Assist users with basic troubleshooting of domain and network drive mapping issues
  • Monitor and manage the company’s “Citizen Chat” (Webchat) platform
  • Provide support for corporate cell phones
  • Assist with Mobile Device Management (MDM) systems
  • Set up new accounts, distribution lists, and access rights for new employees
  • Ensure termination processes are completed efficiently
  • 1+ years of IT Service Desk or Help Desk experience in a corporate environment
  • Basic understanding of Active Directory
  • Basic understanding of Domains, network drive mappings, and general IT infrastructure
  • Strong customer service orientation
  • Excellent communication skills
  • Ability to prioritize and manage multiple tasks in a fast-paced environment
Good to have:
  • Experience with MDM solutions (Intune strongly preferred)
  • Familiarity with mobile device support and coordination with cellular carriers
  • Exposure to IT ticketing systems and webchat support platforms

Job Details

Job Description

We are seeking a motivated and customer-focused Service Desk Analyst to join our IT support team. The ideal candidate will have prior experience working in a corporate environment and possess a foundational understanding of IT systems including domains, Active Directory, and network drive mappings. This role is the first point of contact for employees, ensuring timely resolution of IT issues and efficient escalation when necessary.

***

Key Responsibilities

  • Frontline IT Support
  • Monitor and respond to tickets via the Service Desk system, performing basic triage and routing to the appropriate teams.
  • Handle password resets, account unlocks, and Active Directory changes (new hires, terminations, group membership updates).
  • Assist users with basic troubleshooting of domain and network drive mapping issues.
  • Citizen Chat Platform Support
  • Monitor and manage the company’s “Citizen Chat” (Webchat) platform, responding to basic FAQs and escalating more complex issues.
  • Device and Mobility Support
  • Provide support for corporate cell phones, including coordination with carriers for ordering, replacements, and troubleshooting.
  • Assist with Mobile Device Management (MDM) systems, with preference for Microsoft Intune experience.
  • User Onboarding/Offboarding
  • Set up new accounts, distribution lists, and access rights for new employees.
  • Ensure termination processes are completed efficiently, including account deactivation and device collection.

***

Qualifications

  • 1+ years of IT Service Desk or Help Desk experience in a corporate environment.
  • Basic understanding of:
  • Active Directory (password resets, user account creation, group assignments).
  • Domains, network drive mappings, and general IT infrastructure.
  • Strong customer service orientation with excellent communication skills.
  • Ability to prioritize and manage multiple tasks in a fast-paced environment.

***

Preferred Skills

  • Experience with MDM solutions (Intune strongly preferred).
  • Familiarity with mobile device support and coordination with cellular carriers.
  • Exposure to IT ticketing systems and webchat support platforms.

Kavaliro provides Equal Employment Opportunities to all employees and applicants. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Kavaliro is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Kavaliro will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please respond to this posting to connect with a company representative.

Job Requirements

Hybrid

By using best practices and optimal employee recruiting strategies, Kavaliro provides employers with employment solutions by providing the most qualified and professional employees, who can staff both project and permanent positions in order to ensure the ongoing success of all types of businesses. We use a streamlined-yet-thorough approach to staffing that saves our clients administrative time, resources and money.

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About The Company

We ve been in the staffing business for over 10 years because we receive great satisfaction helping both companies and job candidates find their perfect match. Meet our team Life at Kavaliro We take culture seriously and believe true strength comes from a collaborative and open-minded environment where everyone is supported and empowered to succeed. Learn more Careers at Kavaliro If you want to always have your finger on the pulse of the latest and newest trends in staffing and recruiting, join the Kavaliro team! See internal opportunities Career Advice We offer guidance on resume revisions, clarifying your career objectives, and other advice to help you land your dream job. Visit our blog

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