Service Desk Technician

Kuvare Holdings LLC is hiring a Service Desk Technician to support employees across The Kuvare Companies in a hybrid environment based in Rosemont, IL. This role serves as a primary point of contact for technology assistance, helping diagnose, troubleshoot, and resolve a wide range of hardware, software, account, and device issues while documenting work in ITSM systems.

As the first line of support, you will handle IT incidents and service requests, ensure employee experiences stay positive through professional communication, and partner with infrastructure, security, application, and vendor teams when escalation is needed.

What you’ll do

• Act as the first point of contact for IT incidents, service requests, and technology-related inquiries.
• Configure, deploy, maintain, and troubleshoot end-user laptops, desktops, mobile devices, docking stations, printers, and related peripherals.
• Troubleshoot and resolve issues with end-user software and business applications, including the Microsoft 365 suite.
• Perform user account administration in Active Directory and Microsoft Entra ID, including account provisioning, access management, password resets, and authentication support.
• Use approved remote support tools to diagnose and resolve issues for remote and hybrid employees.
• Support conferencing systems, audiovisual technologies, and collaboration tools.
• Install, configure, and update software applications following established standards and procedures.
• Provision, deploy, maintain, and recover technology assets throughout the employee lifecycle.
• Follow cybersecurity best practices, including multifactor authentication, endpoint protection, device compliance, and security incident escalation procedures.
• Create and maintain technical documentation, including knowledge base articles.
• Apply working knowledge of networking concepts such as TCP/IP, DNS, DHCP, VPN, wireless networking, and connectivity troubleshooting.
• Escalate issues appropriately and collaborate with infrastructure, security, application, and vendor support teams.
• Use ITSM platforms to document, prioritize, track, and resolve incidents and service requests.
• Contribute to process improvement, automation initiatives, and knowledge management efforts.
• Ensure adherence to company security standards, policies, and compliance requirements.
• Support Kuvare values through integrity, accountability, respect, collaboration, and continuous improvement.
• Complete other duties as assigned.

Role expectations

• Provide professional, timely, customer-focused support across all business units.
• Demonstrate a strong customer service mindset and commitment to positive employee experiences.
• Exhibit reliability and accountability through consistent attendance and punctuality.
• Communicate effectively with both technical and non-technical audiences via verbal and written communication.
• Apply critical thinking and problem-solving skills to assess, diagnose, and resolve issues efficiently.
• Manage multiple priorities while maintaining accuracy, attention to detail, and service quality.
• Take ownership of incidents and service requests through successful resolution and follow-up.
• Maintain professionalism, discretion, and confidentiality when handling sensitive information.
• Adapt quickly to changing technologies, business needs, and organizational priorities.
• Collaborate in a team environment and contribute to a positive workplace culture.
• Participate in knowledge sharing, process improvement, and continuous learning initiatives.

Required and preferred qualifications

• Associate degree in Information Technology, Computer Science, or a related field; equivalent education and experience may be considered.
• 0 to 2 years of experience in an IT support, service desk, or technical support role.
• Foundational knowledge of Windows operating systems, Microsoft 365 applications, and end-user device support.
• Apple device knowledge is a plus.
• Certifications such as CompTIA A+, Network+, ITIL Foundation, or Microsoft certifications are a plus.
• 2 to 5 years of experience in an IT support, service desk, or technical support role is also listed as acceptable.
• Experience supporting Microsoft 365, Active Directory, Entra ID, endpoint management solutions, and ITSM platforms.
• Experience supporting Apple devices is a plus.

Technologies you’ll work with

• Microsoft 365, Microsoft Entra ID, Active Directory
• ITSM
• TCP/IP, DNS, DHCP, VPN
• Wireless networking
• Endpoint protection, endpoint management solutions

Pay range: $55,000 - $75,000 per year.