Help Desk Technician Tier 1

Kavaliro; Jacksonville (FL); On-site; USD 50,000 - 60,000; Full time

Job summary

Kavaliro is seeking an IT Support Specialist I to join a collaborative, fast-moving technology team at our Jacksonville office. This onsite role provides primary Tier 1 support to employees, handling hardware, software, account, and connectivity issues with a customer-focused approach.

You will own incidents from initial request to resolution or escalation, partner with System Engineers, and help maintain knowledge bases and onboarding tasks.

Qualifications

• Associate degree or equivalent professional experience.
• 1+ year in help desk, desktop support, or junior systems administration.
• Knowledge of Windows 10/11, Microsoft 365, and standard hardware.
• Exposure to Active Directory, Entra ID, Intune, or similar identity management.
• Basic networking concepts and connectivity troubleshooting.
• Strong communication and problem-solving abilities.

Responsibilities

• Provide first-level technical support via service desk, phone, email, chat, and in-person.
• Assess, prioritize, and resolve Tier 1 incidents and requests.
• Diagnose issues with Windows 10/11, Microsoft 365, printers, peripherals.
• Manage onboarding/offboarding and workstation provisioning.
• Perform endpoint management with Microsoft Intune.
• Troubleshoot connectivity including VPN, DNS, DHCP, Wi-Fi.
• Escalate complex issues to the System Engineer.
• Document steps and maintain asset records.
• Develop knowledge base articles and SOPs.
• Identify opportunities to improve self-service resources.

Skills

Customer service

Communication

Problem-solving

Documentation

Education

Associate degree in IT

Tools

PowerShell

Microsoft Intune

Active Directory

Microsoft Entra ID

Microsoft 365

Job description

Our client is seeking an IT Support Specialist I to join a collaborative, fast-moving technology team. This position serves as the primary point of contact for employees needing day-to-day technical assistance and is responsible for delivering timely, professional Tier 1 support. The IT Support Specialist will troubleshoot common hardware, software, account, connectivity, and access issues while also handling routine endpoint and systems administration tasks. The ideal candidate is customer-focused, technically curious, and comfortable taking ownership of issues from initial request through resolution or escalation. By managing frontline support and standard operational responsibilities, this role allows the broader engineering team to concentrate on complex escalations, infrastructure initiatives, security, architecture, and long-term technology improvements. This is a fully onsite position at our client's Jacksonville office, Monday through Friday, 9:00 AM-6:00 PM. Pay $24.00 - $29.00 per hour

What You'll Do

• Provide first-level technical support through the service desk, phone, email, chat, and in-person requests.
• Receive, assess, prioritize, and resolve Tier 1 incidents and service requests while keeping users informed throughout the process.
• Diagnose and resolve common issues involving Windows 10/11, Microsoft 365, business applications, printers, peripherals, and mobile devices.
• Handle routine user and access administration within Active Directory and Microsoft Entra ID, including password resets, account unlocks, group membership updates, and access requests.
• Assist with employee onboarding and offboarding, including workstation preparation, equipment deployment, account setup, and provisioning.
• Perform day-to-day endpoint management activities through Microsoft Intune, including device enrollment, application deployment support, compliance monitoring, and basic remediation.
• Troubleshoot basic connectivity and network-related issues involving wired and wireless networks, VPN, DNS, DHCP, and guest network access.
• Support approved security and access technologies, including multi-factor authentication, endpoint protection, and Portnox network access processes.
• Install, configure, patch, and maintain company-approved workstations, applications, and peripheral equipment.
• Escalate issues requiring advanced troubleshooting, elevated permissions, vendor involvement, security review, or infrastructure changes to the appropriate System Engineer.
• Provide thorough escalation documentation, including troubleshooting performed, error messages, business impact, and recommended next steps.
• Maintain accurate IT asset and inventory records while assisting with equipment loans, replacements, and hardware lifecycle activities.
• Develop and maintain knowledge base articles, user documentation, standard operating procedures, and troubleshooting guides.
• Recognize recurring technical issues and identify opportunities to improve self-service resources, documentation, automation, and support processes.
• Deliver a professional and service-oriented experience while adhering to IT, security, and data protection policies.

What You'll Bring

• Associate degree in Information Technology, Computer Science, or a related field; equivalent professional experience will also be considered.
• 1+ years of experience in help desk, desktop support, technical support, or junior systems administration.
• Practical knowledge of Windows 10/11, Microsoft 365, business applications, and standard computer hardware and peripherals.
• Exposure to Active Directory, Microsoft Entra ID, Microsoft Intune, or comparable identity and endpoint management technologies.
• Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, Wi-Fi, VPN, and general connectivity troubleshooting.
• Ability to follow established procedures, safeguard confidential information, and appropriately identify situations requiring escalation.
• Strong communication, customer service, organization, documentation, and problem-solving abilities.
• Ability to manage multiple tickets and competing priorities while maintaining clear communication and following issues through completion.
• Comfortable working independently on routine technical tasks while collaborating with System Engineers, Security, Infrastructure, and other business teams.

Nice to Have CompTIA A+, Network+, Security+, Microsoft 365, Azure Fundamentals, or comparable certification. Experience working with an IT service management or ticketing platform and maintaining knowledge base content. Hands-on experience with Microsoft Intune, Microsoft Entra ID, endpoint security platforms, or network access control technologies. Experience supporting employee onboarding/offboarding, IT asset management, equipment deployment, or device lifecycle processes. Basic PowerShell experience or an interest in developing scripting and automation capabilities.

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.