Kaseya® is the leading provider of complete IT infrastructure and security management solutions for Managed Service Providers (MSPs) and internal IT organizations worldwide. Kaseya’s best-in-breed technologies allow organizations to efficiently manage and secure IT to drive sustained business success. Kaseya has achieved sustained, strong double-digit growth over the past several years and is backed by Insight Venture Partners www.insightpartners.com), a leading global private equity firm investing in high-growth technology and software companies that drive transformative change in the industries they serve.

Founded in 2000, Kaseya currently serves customers in over 20 countries across a wide variety of industries and manages over 15 million endpoints worldwide. To learn more about our company and our award-winning solutions, go to www.Kaseya.com and for more information on Kaseya’s culture, please click here: Kaseya Culture.

Kaseya is not your typical company. We are not afraid to tell you exactly who we are and our expectations. We have achieved record levels of success being BOLD, being GRITTY, being ACCOUNTABLE. The thousands of people that succeed at Kaseya are prepared to go above and beyond for the betterment of our customers, and the betterment of their careers and long-term financial wealth. 

Job Description

Job title: Help Desk Analyst – Level 1

Location: Orlando, FL

Shift Time: (Wed-Sun: 8:30AM EST- 5pm EST)

WHAT WE ARE LOOKING FOR:

A passionate team player who loves challenges and is technically minded.

Required Skills: Excellent knowledge of Windows Operating Systems, Apple operating systems, proficiency in Active Directory, Working knowledge of general IT infrastructure, Networking, Patch Management, Virtualization, and VPN basics. Internal process and procedure workflows.

We have several opportunities available, including day, swing, night, and overnight shifts.

This position is 100% in-office at our brand-new location in Orlando.

The training for the role has a length of up to four weeks. Training takes place Monday through Friday 8:00am – 5:00pm.

WHAT YOU’LL DO:

A Kaseya Help Desk Analyst should have strong and proven customer service experience. They will build and expand upon our professional and quality technical support service direct to end customers of varying technical backgrounds and ensure clients' satisfaction by meeting or exceeding customer Service Level Agreement targets and expectations. A successful candidate is expected to maintain a professional, courteous, and customer-focused attitude always.

You will be handling technical support requests from end users and IT professionals alike, adapting your responses to the technical ability of your audience. You will rely on your skills and professional knowledge to provide world-class support.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Perform incident triage and escalate or resolve based upon incident scope.
• Build ongoing relationships with customers.
• Answer incoming support inquiries via various channels (Chat, phone, email, etc.)
• Continuously maintain ticket backlog, recording support activities in our Help Desk ticketing system and follow up within customer Service Level Agreement targets.
• Assist in interdepartmental projects to ensure target deliverables are met.
• Develop a strong understanding of Internal and customer requirements and processes.
• Improve, Evolve, Maintain and Follow documented run books.
• Work with leadership to improve skill sets and career development opportunities.
• Keep up to date with knowledge base articles and other technical-related documentation.
• Manage multiple tasks in a fast-paced environment with competing priorities.
• Perform all other duties as assigned.

WHAT YOU’LL BRING:

• Associates or Bachelor's degree in Information Technology, Business Administration preferred or equivalent experience. May be substituted by 2 or more years of experience in a Help Desk/Call Center environment.
• 1 to 2 years of experience in a Service/Help Desk or Support Center environment preferred
• Driven by learning new things and the ability to thrive in an environment filled with technology opportunity.
• IT Certifications (CompTIA, Microsoft, HDI, Apple, ITIL) preferred
• Excellent written and spoken communication, motivated, and organized.
• You have a great customer-oriented attitude and are motivated, coach able and competitive, and want a successful career in the IT space.
• Must be able to work in a fast-paced environment.
• Must pay attention to detail.

YOUR REWARD:  

Join the fastest growing tech company in the US. Earn a competitive compensation package that allows you to focus your attention on your passion for an exciting career in tech!  

If this sounds like the right career to fit your personality and interests, please apply, we’re looking forward to meeting you!   

Join the Kaseya growth rocket ship and see how we are #ChangingLives !

Additional information
Kaseya provides equal employment opportunity to all employees and applicants without regard to race, religion, age, ancestry, gender, sex, sexual orientation, national origin, citizenship status, physical or mental disability, veteran status, marital status, or any other characteristic protected by applicable law.