Kickstart your IT career at Kaia as a Junior IT Service Desk Analyst! This entry-level position offers hands-on experience in providing first-line technical support to users, troubleshooting common issues, and collaborating with a supportive team. Ideal for recent graduates or career starters with basic tech knowledge. Enjoy remote work, mentorship, and growth opportunities in a dynamic tech environment.

Join Kaia as a Junior IT Service Desk Analyst and launch your career in IT support!

Kaia is seeking motivated individuals for an entry-level Junior IT Service Desk Analyst role. This position is perfect for those with minimal experience who are eager to learn and grow in the fast-paced world of information technology. You'll be the first point of contact for end-users, helping resolve everyday technical issues while gaining invaluable skills under the guidance of experienced mentors.

Key Responsibilities:

• Respond to support tickets via email, chat, and phone using tools like Zendesk or Jira Service Desk.
• Perform basic troubleshooting for hardware (desktops, laptops, peripherals) and software issues on Windows, macOS, and Linux environments.
• Assist with user account management in Microsoft 365, Active Directory, and Google Workspace.
• Guide users through remote support sessions using tools like TeamViewer, AnyDesk, or Microsoft Remote Desktop.
• Document resolutions in the knowledge base to build team resources.
• Escalate complex issues to senior analysts with detailed notes.
• Participate in daily stand-ups and weekly team meetings via Microsoft Teams or Slack.

This role emphasizes learning and development. You'll receive comprehensive on-the-job training covering IT fundamentals, customer service best practices, and industry-standard tools. Our mentorship program pairs you with a senior IT professional for weekly check-ins, feedback, and career advice. As part of a fully remote team, you'll collaborate asynchronously using shared docs in Notion or Confluence, ensuring work-life balance with flexible hours (typically 9 AM - 5 PM in your timezone, with some flexibility).

What You'll Learn:

• Core IT support methodologies like ITIL basics for service management.
• Hands-on with diagnostic tools such as Event Viewer, Wireshark intro, and basic scripting in PowerShell or Bash.
• Soft skills like active listening, empathy, and clear communication in a remote setting.
• Exposure to cloud services like AWS or Azure at an introductory level.

Kaia fosters a welcoming culture for beginners, with growth paths to roles like Senior Service Desk Analyst or Systems Administrator. Regular training sessions, certification reimbursements (e.g., CompTIA A+), and hackathons keep things exciting. Work from home with provided stipends for ergonomic setups.

If you're passionate about technology, enjoy helping people, and ready to build a foundation in IT, apply today! No extensive experience needed—just enthusiasm and a growth mindset.

• High school diploma required; Associate's or Bachelor's degree in IT, Computer Science, or related field preferred
• 0-1 year of IT support experience or relevant internships; no professional experience required for enthusiastic beginners
• Basic familiarity with computers, operating systems (Windows/macOS), and office software
• Strong communication skills, both written and verbal
• Willingness to learn quickly and adapt to new tools
• Reliable internet connection for remote work (minimum 50 Mbps download)
• Availability for occasional on-call rotation after initial training

• Fully remote work with flexible hours
• Home office setup allowance up to $500
• Monthly remote work stipend ($50)
• Comprehensive training programs and certification reimbursements
• One-on-one mentorship from senior IT staff
• Professional development budget ($1,000/year)
• Health, dental, and vision insurance
• Generous PTO (15 days starting) and paid holidays
• Team-building virtual events and wellness programs