Service Desk Technician

Service Desk Technician

Join Kägwerks as a Service Desk Technician supporting a global team that develops cutting-edge tactical communications technology. You will be a trusted first point of contact for day-to-day IT support, independently diagnosing and resolving hardware, software, connectivity, and access issues while contributing to a secure, reliable, and continually improving technology environment.

Key Deliverables:

• Provide responsive first-line and second-line IT support by phone, email, chat, walk-up, and our ticketing system.
• Independently diagnose and resolve hardware, software, connectivity, application, printer, mobile device, and user access issues.
• Configure and support laptops, desktops, mobile devices, standard applications, and user access, including employee onboarding and offboarding.
• Manage incidents and service requests through to resolution, prioritizing work appropriately and maintaining clear, accurate records of troubleshooting and outcomes.
• Troubleshoot basic network, Wi-Fi, VPN, and remote access issues, escalating more complex infrastructure or security matters with clear diagnostic information.
• Maintain IT asset and inventory records and support the deployment, replacement, and lifecycle management of equipment.
• Create and maintain knowledge articles, identify recurring issues, and contribute practical improvements to systems, processes, and the user support experience.

About You:

You are a proactive, customer-focused IT support professional who can work independently, manage competing priorities, and build trusted relationships with users at all levels. You communicate clearly and bring a calm, methodical, and can-do approach to resolving support requests. You will ideally have a qualification in Information Technology, Computer Science, or a related field, together with three to five years of hands-on experience in a service desk, help desk, desktop support, or similar end-user IT support environment.

You have practical experience supporting Windows, Microsoft 365, user accounts, devices, common business applications, and basic networking. Experience with a ticketing platform, Active Directory or Microsoft Entra , endpoint management, remote support tools, IT asset management, or basic IT security is valued. Industry certifications such as CompTIA A+, Network+, Microsoft 365 Fundamentals, or ITIL Foundation are welcome but not essential.

U.S. citizenship is required due to the handling of export-controlled materials, and the successful candidate must be able to obtain and maintain a U.S. Secret security clearance.

Benefits and Culture:

Our culture is supportive and collaborative. You will be part of a multidisciplinary team where we share our ideas and innovation is strongly encouraged. We are looking for someone with genuine passion and a can-do attitude. Our staff receive 15 days accrued paid time off per year, 10 Federal holidays, an opportunity to join our sponsored health plan, a generous 401k plan with immediate vesting and a matching employer contribution, an Employee Assistance Program, and more.

Additionally, we offer flexible core working hours and we take a personal approach to training and development.