Job Description
Job Description
About The Role: Are you a responsive problem-solver who excels at helping users get back to work quickly? Kota Technology is hiring a Level 1 Service Desk Engineer to be the first line of support for our growing client base. You'll own ticket triage, first response, and resolution of routine IT issues—and you'll be measured on how effectively you resolve issues at your level, not on how many you pass up.
This is a full-time, in-office position with occasional onsite visits to client locations. Your work directly impacts client satisfaction and Kota's reputation for responsive, dependable support.
About Kota Technology: Kota Technology is a leading Healthcare Managed Services Provider and expanding into various commercial businesses. We serve over 50 medical and dental practices across South Dakota, North Dakota, Minnesota, and Nebraska.
KEY RESPONSIBILITIES:
- Respond to incoming support tickets, calls, and emails within SLA targets; set correct Priority and Work Type at intake
- Resolve routine, documented issues end-to-end: password resets, account lockouts, printer troubleshooting, connectivity problems
- Execute user onboarding and offboarding tasks from checklist to completion
- Manage basic Microsoft 365 administration: create accounts, assign licenses, manage mailboxes and groups
- Keep clients informed throughout ticket resolution with clear, professional communication
- Document work thoroughly: what was done, who it was discussed with, troubleshooting steps, and resolution
- Perform onsite support at client locations when scheduled (hardware installs, equipment swaps, hands-on troubleshooting)
WHAT YOU'LL BRING:
- Strong customer service mindset—you genuinely want to help users solve their problems
- Attention to detail and disciplined documentation habits (this is critical at Kota)
- Ability to troubleshoot methodically and follow procedures consistently
- Comfort working independently and asking for help when an issue is beyond your scope
- Basic technical foundation in Windows, Active Directory, Microsoft 365, and network connectivity
- Reliable transportation and willingness to travel within our service area for onsite work
- Ability to lift and move IT equipment up to 50 lbs
WHAT YOU'LL GET:
- A clear career ladder: L1 → L1.5 (Field Support) → L2 → L2.5 → L3, with advancement based on demonstrated skills
- Mentorship and runbooks to help you grow
- A role where good work is recognized—strong L1 engineers resolve the bulk of issues cleanly at their level
- Full-time employment with a growing company
THE OPPORTUNITY:
This is an entry or intermediate-level IT support role ideal for someone who wants to build a career in managed services. Success here isn't about volume—it's about clean, complete ticket resolution, professional client interactions, and taking ownership of your work. L1 is the foundation of Kota's service experience, and strong performers move quickly into field-based roles and beyond.
WORK ARRANGEMENT:
In-office with occasional onsite visits to client locations. A valid driver's license and reliable transportation required.
PREFERRED QUALIFICATIONS:
- Experience in healthcare IT environments
- Understanding of HIPAA compliance requirements
- CompTIA A+, Network+, or similar certifications
- Experience with remote support tools (TeamViewer, ConnectWise, etc.)
- Knowledge of networking fundamentals (TCP/IP, DNS, DHCP)
- Experience with cable management and structured cabling
- Familiarity with antivirus and security software
- Experience with ticketing systems
- Previous experience with onsite IT installations or project work
Physical Requirements:
- Ability to lift and carry equipment weighing up to 50 pounds
- Comfortable working with ladders, drills, and other power tools
- Ability to crawl under desks, climb ladders, and work in tight spaces
- Capable of bending, kneeling, and standing for extended periods
- Able to work in varying environments including server rooms, construction sites, and medical facilities
- Comfortable driving to multiple client locations daily, sometimes in adverse weather conditions
Candidates with More Experience: While this position is classified as Tier 1, we encourage candidates with more extensive experience to apply. Salary ranges and responsibilities will be adjusted accordingly based on skill level and experience. We're open to discussing how your background could fit within our team structure.
What We Offer:
- Competitive salary based on experience
- Paid time off
- Company vehicle or mileage reimbursement
- Professional development and training opportunities
- Opportunity to work with cutting-edge healthcare technology
- Supportive team environment
- Career growth potential within the organization
Job Type: Full-time
Pay: $40,000.00 - $50,000.00 per year
Benefits:
- Dental insurance
- Flexible schedule
- Paid time off
Ability to Relocate:
- Sioux Falls, SD 57104: Relocate before starting work (Required)