Service Desk Technician

KÄGWERKS; Vancouver (WA); On-site; USD 58,000 - 72,000; Full time

Benefits offered by this job

PTO 15 days

Federal holidays

Health plan

401k plan with employer match

Employee Assistance Program

Job summary

Kägwerks is seeking a Service Desk Technician in Washington State to provide day-to-day IT support for a global team working on rugged communications technology.

You'll diagnose hardware, software, connectivity, and access issues, configure devices, support onboarding and offboarding, and manage incidents to resolution while maintaining security and reliability of the environment.

Qualifications

• Relevant IT service desk experience (3–5 years).
• Qualification in IT, CS, or related field is preferred.

Responsibilities

• Provide first-line and second-line IT support by phone, email, chat, and ticketing system.
• Diagnose and resolve hardware, software, connectivity, and user access issues.
• Configure and support laptops/desktops/mobile devices and basic apps; onboard/offboard users.
• Manage incidents and service requests through to resolution with clear records.

Skills

Windows

Microsoft 365

Active Directory

Remote support tools

IT security basics

Education

Information Technology or Computer Science related field

Tools

Ticketing system

Endpoint management

Job description

About Us

Kägwerks designs and develops rugged, tactical operator-worn communications technologies that enable unmatched connectivity and integrated secure networking for the individual war fighter.

Kägwerks designs and develops rugged, tactical operator-worn communications technologies that enable unmatched connectivity and integrated secure networking for the individual war fighter.

We strive to increase the survivability and lethality of the war fighter on the battlefield. We do so by providing unmatched integrated tactical communications solutions that help further our national security objectives.

Salary band $58,000-$72,000 ($28-$35 Per hour) dependant on experience.

About The Role

Join Kägwerks as a Service Desk Technician supporting a global team that develops cutting-edge tactical communications technology. You will be a trusted first point of contact for day-to-day IT support, independently diagnosing and resolving hardware, software, connectivity, and access issues while contributing to a secure, reliable, and continually improving technology environment.

Key Deliverables

• Provide responsive first-line and second-line IT support by phone, email, chat, walk-up, and our ticketing system.


• Independently diagnose and resolve hardware, software, connectivity, application, printer, mobile device, and user access issues.


• Configure and support laptops, desktops, mobile devices, standard applications, and user access, including employee onboarding and offboarding.


• Manage incidents and service requests through to resolution, prioritizing work appropriately and maintaining clear, accurate records of troubleshooting and outcomes.


• Troubleshoot basic network, Wi-Fi, VPN, and remote access issues, escalating more complex infrastructure or security matters with clear diagnostic information.


• Maintain IT asset and inventory records and support the deployment, replacement, and lifecycle management of equipment.


• Create and maintain knowledge articles, identify recurring issues, and contribute practical improvements to systems, processes, and the user support experience.

About You

You are a proactive, customer-focused IT support professional who can work independently, manage competing priorities, and build trusted relationships with users at all levels. You communicate clearly and bring a calm, methodical, and can-do approach to resolving support requests.

You will ideally have a qualification in Information Technology, Computer Science, or a related field, together with three to five years of hands-on experience in a service desk, help desk, desktop support, or similar end-user IT support environment.

You have practical experience supporting Windows, Microsoft 365, user accounts, devices, common business applications, and basic networking. Experience with a ticketing platform, Active Directory or Microsoft Entra ID, endpoint management, remote support tools, IT asset management, or basic IT security is valued. Industry certifications such as CompTIA A+, Network+, Microsoft 365 Fundamentals, or ITIL Foundation are welcome but not essential.

U.S. citizenship is required due to the handling of export-controlled materials, and the successful candidate must be able to obtain and maintain a U.S. Secret security clearance.

Benefits And Culture

Our culture is supportive and collaborative. You will be part of a multidisciplinary team where we share our ideas and innovation is strongly encouraged. We are looking for someone with genuine passion and a can-do attitude. Our staff receive 15 days accrued paid time off per year, 10 Federal holidays, an opportunity to join our sponsored health plan, a generous 401k plan with immediate vesting and a matching employer contribution, an Employee Assistance Program, and more.

Additionally, we offer flexible core working hours and we take a personal approach to training and development.