Service Desk Technician

Service Desk Analyst

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.