Who We Are 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. Position Summary 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. Key Responsibilities 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 Required Qualifications 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 Benefits 401(k) retirement plan Health, dental, and vision insurance Paid time off

Job Type:

Full-Time Work Location:

In Person Recruitment Fraud Alert:

Kalleo Technologies is aware of individuals impersonating our recruiting team using the unauthorized domain kalleocareers.net. Kalleo does not employ Robert Yates, does not recruit from that domain, and will never send applicants a check to purchase equipment. Official recruiting communications will come only through our verified Indeed account or an @kalleo.net email address. Suspicious communications should be forwarded to hr@kalleo.net.

Job Type:

Full-time Pay:

$16.00 - $20.00 per hour

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person