Help Desk Technician, Level 1

Who We Are At Kalleo Technologies, we’re more than just IT support — we’re the behind-the-scenes team that keeps businesses running. From healthcare to marine transportation to local government, we support thousands of endpoints across the country, helping our clients stay secure, connected, and productive. We’re growing fast, and we’re looking for people who love solving problems, learning on the fly, and being part of a team that has each other’s backs. What You’ll Do (Summary) As a Level 1 Help Desk Technician, you’ll be the first line of defense (and offense!) when our clients need support. On a typical shift, you might: Answer calls, chats, or emails from users who need help — and make their day better by solving their issue. Create clear, detailed service tickets (your future self and teammates will thank you). Troubleshoot everything from password resets to connectivity hiccups. Monitor client systems and act fast if you spot a problem. Follow our processes, but also use your smarts to think critically and adapt. Work alongside a team that collaborates, communicates, and celebrates wins together. More of What You’ll Do As a Level 1 Help Desk Technician, you will serve as the first point of contact for our clients and play a critical role in ensuring their technology runs smoothly. Your primary responsibilities will include responding to incoming requests by phone, email, and chat, gathering the right information, and creating clear and detailed service tickets that set the stage for resolution. You will provide first-level troubleshooting and support for common issues such as password resets, account administration, application errors, connectivity problems, patching, and backup checks. In addition to assisting users directly, you will actively monitor client systems and respond quickly to alerts or outages, escalating issues when appropriate to maintain uptime and client confidence. Every interaction is an opportunity to demonstrate excellent communication, professionalism, and problem-solving skills. You will be expected to follow documented processes while also thinking critically when situations require flexibility. Documentation is a key part of this role — your accuracy and clarity ensure that other technicians can seamlessly pick up where you leave off, especially in a 24/7 environment. Finally, you will work as part of a team that values collaboration and knowledge-sharing, supporting one another to achieve client satisfaction and continuous improvement across all areas of service delivery. _______________________________________________ What You Need to Succeed High School Diploma or GED CompTIA A+ / Network+ (or equivalent training) Experience with Windows 10/11, Microsoft 365, and basic networking At least 1 year in a help desk or technical support role OR comparable education/certification Strong communication skills and a customer-first mindset Ability to work 12-hour fixed shifts (day or night) on the Panama Schedule, including weekends and holidays What Helps You Stand Out Associate’s degree in IT or a related field Experience supporting Windows Server and domain environments Familiarity with balancing ticketing, monitoring, and troubleshooting during long shifts Consistent, detailed documentation of work for smooth handoffs between shifts What Makes You Exceptional A problem-solving mindset with the ability to adapt when issues don’t fit the script A team-first attitude, sharing knowledge and collaborating openly A desire to grow your IT career through training and certifications Reliability, consistency, and accountability, even under pressure Job Type: Full-time Pay: $16.00 - $20.00 per hour Expected hours: 40 per week Benefits: 401(k) 401(k) matching Dental insurance Health insurance Vision insurance Work Location: In person