Service Desk Technician

About the role

The Service Desk Technician serves as a primary point of contact for employees seeking technical assistance and support across The Kuvare Companies. This role is responsible for delivering exceptional customer service while diagnosing, troubleshooting, and resolving hardware, software, account, and technology-related issues. The technician provides timely support through multiple channels, including phone, email, chat, and ticketing systems, while ensuring issues are documented, tracked, and resolved in accordance with established service level objectives.

This position requires in-office attendance Monday – Thursday while allowing work from home on Fridays. After-hours work is occasionally required as well as being a member of a future on-call rotation. Occasional travel may be required.

What you'll do

Technical Responsibilities

• Serve as the first point of contact for IT incidents, service requests, and technology-related inquiries.

• Configure, deploy, maintain, and troubleshoot end-user laptops, desktops, mobile devices, docking stations, printers, and related peripherals.

• Troubleshoot/resolve issues with end-user software and business applications, including the Microsoft 365 suite of applications.

• Perform user account administration within Active Directory and Microsoft Entra ID, including account provisioning, access management, password resets, and authentication support.

• Utilize approved remote support tools to diagnose, troubleshoot, and resolve technical issues for remote and hybrid employees.

• Support conferencing systems, audiovisual technologies, and collaboration tools.

• Install, configure, and update software applications following established standards and procedures.

• Provision, deploy, maintain, and recover technology assets throughout the employee lifecycle.

• Follow cybersecurity best practices including multifactor authentication, endpoint protection, device compliance, and security incident escalation procedures.

• Create and maintain technical documentation and knowledge base articles.

• Demonstrate a working knowledge of networking concepts including TCP/IP, DNS, DHCP, VPN, wireless networking, and connectivity troubleshooting.

• Escalate issues appropriately and collaborate with infrastructure, security, application, and vendor support teams.

• Utilize ITSM platforms to document, prioritize, track, and resolve incidents and service requests.

• Create and maintain technical documentation, knowledge articles, and procedural guides.

• Contribute to process improvement, automation initiatives, and knowledge management efforts.

• Ensure adherence to company security standards, policies, and compliance requirements.

• Other duties as assigned.

Professional (Non-Technical) Requirements

• Provide professional, timely, and customer-focused support to employees across all business units.

• Demonstrate a strong customer service mindset and commitment to delivering positive employee experiences.

• Demonstrate reliability, dependability, and accountability through consistent attendance, and punctuality.

• Communicate effectively with technical and non-technical audiences through verbal and written communication.

• Build productive relationships with employees, leadership, vendors, and IT team members.

• Apply critical thinking and problem-solving skills to assess, diagnose, and resolve issues efficiently.

• Manage multiple priorities while maintaining accuracy, attention to detail, and service quality.

• Take ownership of incidents and service requests through successful resolution and follow-up.

• Adapt quickly to changing technologies, business needs, and organizational priorities.

• Maintain professionalism, discretion, and confidentiality when handling sensitive information.

• Collaborate effectively within a team environment and contribute to a positive workplace culture.

• Participate in knowledge sharing, process improvement, and continuous learning initiatives.

• Support Kuvare's values through integrity, accountability, respect, collaboration, and continuous improvement.

Qualifications

Service Desk Technician I (Entry Level)

• Associate degree in Information Technology, Computer Science, or a related field; equivalent education and experience may be considered. Bachelor’s degree preferred.

• 0 to 2 years of experience in an IT support, service desk, or technical support role.

• Foundational knowledge of Windows operating systems, Microsoft 365 applications, and end-user device support.

• Foundational knowledge of Apple devices is a plus.

• Industry certifications such as CompTIA A+, Network+, ITIL Foundation, or Microsoft certifications are a plus

Service Desk Technician II (Mid-Level)

• Associate degree in Information Technology, Computer Science, or a related field preferred; equivalent education and experience may be considered.

• 2 to 5 years of experience in an IT support, service desk, or technical support role.

• Experience supporting Microsoft 365, Active Directory, Entra ID, endpoint management solutions, and ITSM platforms.

• Experience supporting Apple devices is a plus

• Industry certifications such as CompTIA A+, Network+, ITIL Foundation, or Microsoft certifications are a plus.

The pay range for this role is:

$55k-$75k