Help Desk Technician, Level 1

Kalleo Technologies is a fast-growing Managed IT Service Provider with extensive knowledge of the challenges facing the healthcare, marine transportation, government industries, and more. We use the knowledge we have gained from our experience supporting thousands of endpoints nationwide to help our clients use technology to further their advancement towards their strategic business goals. Come be a part of our growing team!

Role Overview

The Help Desk Technician, Level 1 position is a full-time entry level position at Kalleo Technologies. The core responsibilities of a Level 1 technician are responding to service requests via phone, email, chat, etc.; confirming customer information; creating service tickets with clear and thorough documentation; and providing first level troubleshooting and problem resolution. This position also includes real-time monitoring of end points and servers across our entire client base.

An ideal candidate will have a fundamental knowledge and understanding of basic networking and Windows environment fundamentals. Additional tasks performed include Active Directory password changes, Office 365 password changes, application password changes, patch management, backup management, etc.

This is a full-time position that requires a solid technical foundation via formal education or real-world experience. A basic understanding of servers, networking, and computers is essential for success in the position.

Essential Responsibilities

• Excellent communication and customer service skills.
• Diligence in reviewing and following internal processes and documentation.
• Fosters client relationships and maintains client satisfaction.
• Team Player. Promotes cooperation and commitment within a team to achieve goals and deliverables.
• Critical Thinker and able to drive results.
• Understanding of User Account administration in via Office 365 and Windows Server.
• Understanding of Patch Management fundamentals.
• Understanding of Backup Management fundamentals.
• Understanding of Network fundamentals, including DNS, DHCP, IP addressing and routing.
• Ability to serve in shift rotations.
• Read, write and understand technical manuals, procedural documentation and original equipment manufacturer guides.
• Participate in periodic technical meetings.
• Completion of a yearly training plan/required certifications.
• Any other task or duty as assigned or required.

Qualifications and Experience

• CompTIA training / certifications (desired), or comparable certifications/work experience
• Windows 10/11 experience
• Microsoft Server 2012 or higher experience, to include Active Directory knowledge
• Microsoft Office Suite / Office 365 / Microsoft 365 experience
• Education Required - High School Diploma / GED
• Desired Education - Associates Degree or comparable level/s of certificates

Required Experience

• 1+ years experience in a technical helpdesk environment OR comparable level of certification/training OR Associates degree in related field.

Desired Experience

• 1+ years experience supporting Windows workstations and Servers in a domain environment

Work Conditions

• Candidate should have reliable transportation (if working from our main office in Paducah, KY).
• Candidate should be able to lift 50-75 pounds.
• Candidate should expect to spend a considerable amount of time seated throughout the day.

Job Type: Full-time

Pay: From $16.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Experience level:

• 1 year

Schedule:

• Day shift
• Night shift
• Rotating weekends
• Weekdays
• Weekends as needed

Education:

• Associate (Preferred)

Experience:

• Information Technology: 1 year (Required)

Work Location: In person