Join a 24/7 Managed Services Desk as the first contact for client support in Paducah, KY.

Handle inbound support requests by phone, email, and chat, collecting key details to diagnose and resolve client issues
Create service tickets with clear, thorough documentation to support fast resolution and smooth shift handoffs
Perform first-level troubleshooting for common requests such as password resets, account administration, application errors, and connectivity problems
Support operational health through patch management and backup verification
Proactively monitor client systems, respond to alerts or outages, and escalate when needed to protect uptime
Work within documented procedures while using sound judgment for cases requiring flexibility or critical thinking
Maintain accurate, detailed 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

High School Diploma or GED
CompTIA A+ / Network+ certification (or equivalent training)
Demonstrated experience with Windows 10/11 and Microsoft 365, plus fundamental networking concepts
Minimum 1 year in a help desk or technical support role, or comparable education/certification
Strong verbal and written communication with a customer-focused approach
Ability to work 12-hour fixed shifts on the Panama Schedule (day or night), including weekends and holidays

Associate's degree in Information Technology or a related field
Experience supporting Windows Server environments and domain administration
Proven ability to manage ticketing, monitoring, and troubleshooting during extended shifts
Consistent, detail-oriented documentation practices that support shift continuity

Solutions-oriented mindset with adaptability when issues fall outside standard procedures
Collaborative approach to knowledge-sharing and team success
Interest in professional development through ongoing training and certification
Demonstrated reliability, consistency, and accountability, including under pressure

Kalleo Technologies is aware of individuals impersonating the 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 come only through the verified Indeed account or an @kalleo.net email address
Forward suspicious communications to [email protected]

Help Desk Technician, Level 1 - Managed Services Desk

Job Description