Technical Support Analyst

Our client is seeking a Technical Support Analyst for a long-term contract opportunity (with strong possibilities to convert full-time). The Technical Support Analyst will provide reliable and effective IT support services, ensuring consistent and high-quality end-user support. This role supports IT operations in alignment with established Service Level Agreements (SLAs) for assigned areas of responsibility.

DUTIES: Deliver hands-on support for site IT infrastructure and end-user services, including troubleshooting and maintenance of: Desktop and laptop computers, Mobile devices and phones, Printers and peripheral devices, Audio/Visual equipment, Other related IT hardware.

• Collaborate with Lead Technicians to ensure site-level IT environments including voice/data networks, servers, and storage are properly maintained and supported, especially in remote site locations.
• Monitor and manage IT issues within assigned areas, taking ownership of resolution and driving issues to closure.
• Coordinate with external service providers to support end-user services and perform proactive/preventative maintenance on IT infrastructure.
• Maintain accurate tracking and documentation of end-user issues, ensuring timely resolution and closure.
• Work closely with Infrastructure and Network teams to understand and support systems.
• Support the implementation and compliance of IT processes related to service delivery and facilities.
• Participate in regular IT service delivery meetings and contribute to continuous improvement initiatives.
• Escalate high-severity or recurring issues to appropriate levels.
• Ensure timely follow-up and communication with users and IT peers regarding service requests and tasks.
• Participate in IT projects and initiatives as needed.

REQUIREMENTS:

• Bachelor s degree, technical certification, or equivalent experience in IT or related field.
• 3+ years of experience in a technical support or IT service role.
• Self-motivated and proactive, with the ability to take initiative, contribute ideas, and lead small projects independently.
• Strong commitment to customer service with the ability to communicate effectively, resolve issues promptly, and maintain a positive user experience.
• Basic understanding of IT facilities and infrastructure, including: Data centers and communication rooms, Video conferencing systems, Access control systems, Copy/print services, HVAC/UPS systems, and Cabling.
• Proven ability to resolve technical issues efficiently.
• Familiarity with SLAs and performance metrics.
• Excellent verbal and written communication skills across all organizational levels.
• Understanding of company objectives and how IT supports business units and departments.
• Strong interpersonal, team collaboration, and facilitation skills.
• Effective organizational and project management capabilities.
• Work Schedule: Monday through Thursday, 6:00 AM to 4:30 PM
• Must be able to work in high-altitude environments
• Microsoft Intune & MDM: Device enrollment, policy management, troubleshooting, and support for Windows-based endpoints.
• Windows OS & Mac OS: Installation, configuration, and support.
• Microsoft 365 Suite: Outlook, Teams, Word, Excel, PowerPoint SharePoint.
• Active Directory: User account management, group policies.
• Networking Basics: TCP/IP, DNS, DHCP, VPN setup and troubleshooting.
• Hardware Support: Desktops, laptops, printers, mobile devices, A/V equipment.
• Remote Support Tools: Experience with tools like SCCM, TeamViewer, or similar.
• Ticketing Systems: Familiarity with platforms like ServiceNow, Jira, or Zendesk.
• ITIL Foundations: Understanding of incident, problem, and change management.
• Security Awareness: Basic understanding of endpoint protection and data security practices.

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. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please respond to this posting to connect with a company representative.