Help Desk Technician, Level 1 - Managed Services Desk

As a Level 1 Help Desk Technician, you will serve as the first point of contact for our clients, playing a critical role in ensuring their technology operates smoothly and reliably. This position requires strong communication skills, technical aptitude, and a commitment to documentation and process excellence within a 24/7 service environment., * Respond to incoming support requests via phone, email, and chat, gathering relevant information to accurately diagnose and resolve client issues

• Create clear, detailed service tickets that support efficient resolution and seamless handoffs between shifts
• Provide first-level troubleshooting and support for common issues, including password resets, account administration, application errors, connectivity problems, patch management, and backup verification
• Monitor client systems proactively, responding promptly to alerts or outages and escalating issues as appropriate to maintain uptime and client confidence
• Follow documented processes and procedures while exercising sound judgment in situations that require flexibility or critical thinking
• Maintain thorough, accurate documentation to ensure continuity of service across all shifts
• Collaborate with team members to support knowledge-sharing, client satisfaction, and continuous improvement in service delivery

Do you have experience in Windows Server administration?, Do you have a High school diploma or GED?, * High School Diploma or GED

• CompTIA A+ / Network+ certification (or equivalent training)
• Demonstrated experience with Windows 10/11, Microsoft 365, and fundamental networking concepts
• Minimum of one year of experience in a help desk or technical support role, or comparable education/certification
• Strong verbal and written communication skills with a customer-focused approach
• Availability to work 12-hour fixed shifts (day or night) on the Panama Schedule, including weekends and holidays

Preferred Qualifications

• Associate’s degree in Information Technology or a related field
• Experience supporting Windows Server environments and domain administration
• Demonstrated ability to manage ticketing, monitoring, and troubleshooting responsibilities effectively during extended shifts
• Strong track record of detailed, consistent documentation to support shift continuity

Distinguishing Attributes

• A solutions-oriented mindset with the ability to adapt when issues fall outside standard procedures
• A collaborative approach to knowledge-sharing and team success
• A genuine interest in professional development through ongoing training and certification
• Demonstrated reliability, consistency, and accountability, particularly under pressure

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance, * 401(k) retirement plan
• Health, dental, and vision insurance
• Paid time off, * 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Kalleo Technologies provides managed IT support to organizations across healthcare, marine transportation, and local government, managing thousands of endpoints nationwide to keep our clients secure, connected, and productive. As we continue to grow, we are seeking dedicated professionals who bring strong problem-solving skills, adaptability, and a collaborative mindset to our team.