Service Desk Technician

Job Description

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


Job Title: IT Service Desk Technician
Department: Information Technology

Reports To: IT Service Desk Manager


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.


Key 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.


Required Qualifications


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.


What We Offer


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.


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

On-Site


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.