Help Desk Analyst – Level 1

Kaseya is seeking a Help Desk Analyst – Level 1 to join our dynamic team in Orlando, Florida. As a leading provider of IT infrastructure and security management solutions, Kaseya empowers organizations worldwide to efficiently manage and secure their IT environments. This role offers an opportunity to contribute to our mission of delivering exceptional technical support to our diverse clientele.

In this position, you will be responsible for handling technical support requests from end users and IT professionals, adapting your responses to the technical proficiency of your audience. Your day-to-day tasks will include performing incident triage, resolving or escalating issues based on their scope, and maintaining detailed records of support activities in our Help Desk ticketing system. Additionally, you will assist in interdepartmental projects, develop a strong understanding of internal and customer requirements, and work to improve and maintain documented runbooks.

The ideal candidate will possess proven experience as a Help Desk technician or in a similar customer support role. Technical proficiency in Microsoft domain environments, Windows and Mac operating systems, Google Suite, basic networking fundamentals, Exchange administration, and Microsoft Office is essential. Strong problem-solving skills, a proactive approach to learning, and excellent communication abilities are also required. An associate degree in Information Technology or equivalent experience is preferred, along with relevant IT certifications such as CompTIA, Microsoft, HDI, Apple, or ITIL.

Kaseya offers a competitive compensation package, including comprehensive health benefits covering medical, dental, and vision, company-paid life and disability insurance, a Health Savings Account contribution up to $2,000, a 401(k) plan with matching, paid holidays, and generous paid time off. Our work environment is both fun and exciting, fostering professional growth and development.

Joining Kaseya means becoming part of a company that values boldness, grit, and accountability. We are committed to going above and beyond for our customers and supporting our employees in achieving their career goals. If you're ready to make an impact in the tech industry, we encourage you to apply.