IT Helpdesk Technician

This is an on-site IT Helpdesk Technician role responsible for providing Level 1 technical support across multiple office locations. You will serve as the first point of contact for employees experiencing technical issues, helping resolve day-to-day support requests while ensuring a positive customer experience.

The role requires strong troubleshooting skills, attention to detail, and the ability to document, prioritize, and escalate issues appropriately. You'll provide hands-on support in the Murray office and remote support for other office locations.

This is an excellent opportunity for someone early in their IT career who wants exposure to a wide range of technologies, systems, and end-user support responsibilities in a professional, multi-site environment., * Serve as the first point of contact for incoming IT support requests across all office locations

• Troubleshoot and resolve Level 1 technical issues involving Windows devices, Microsoft 365, printers, Wi-Fi, MFA, and business applications
• Provide in-person support for the Murray office and remote support for other locations
• Assist users via phone, email, chat, and remote-access tools
• Deliver a professional and customer-focused support experience

User Administration & Device Management

• Set up, image, configure, and deploy laptops, desktops, monitors, and peripherals
• Support employee onboarding and offboarding processes
• Perform basic Microsoft 365 and Entra administration, including password resets, license assignments, and group membership updates
• Assist with IT asset inventory and equipment tracking, * Accurately document troubleshooting steps, resolutions, and user communications within the ticketing system
• Maintain timely updates and follow-through on assigned tickets
• Escalate issues outside the Level 1 scope, including network, server, security, and advanced application issues
• Ensure escalated tickets include detailed notes and troubleshooting actions already completed

Process Improvement & Team Support

• Follow established IT processes, procedures, and documentation
• Contribute to knowledge base articles and support documentation
• Assist senior IT staff with technology rollouts, projects, office moves, and system upgrades
• Support ongoing improvements to helpdesk operations and user experience, * Fast-paced environment supporting multiple departments and users
• Opportunities to gain hands-on experience across a variety of technologies and systems
• Direct exposure to IT operations, infrastructure, and project work

What Success Looks Like

• Technical issues are resolved efficiently and professionally
• End users receive timely communication and excellent customer service
• Tickets are documented accurately and escalated appropriately
• New hires receive seamless technology onboarding
• IT equipment is deployed, tracked, and maintained effectively
• Support processes are followed consistently and improvements are identified proactively

• 1+ year of IT support, helpdesk, or technical support experience
• Working knowledge of Windows operating systems and common PC hardware
• Basic understanding of networking concepts such as IP, DNS, DHCP, Wi-Fi, and VPNs
• Familiarity with Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint
• Strong troubleshooting and problem-solving skills
• Excellent verbal and written communication skills
• Strong organizational skills and attention to detail
• Ability to manage multiple priorities and follow established procedures
• Customer-service mindset with the ability to support non-technical users
• Reliable, professional, and able to work on-site in Murray, Utah, * Experience with helpdesk ticketing or remote management tools
• Exposure to Microsoft Entra (Azure AD) administration
• CompTIA A+, Network+, or Microsoft Fundamentals certifications
• PowerShell or scripting exposure
• Experience supporting multiple office locations
• Familiarity with IT asset management and inventory tracking, Applicants must be authorized to work in the United States on a full-time basis.

Pulled from the full job description

• Paid parental leave
• Parental leave
• 401(k)
• Health insurance
• Vision insurance
• Dental insurance, * Medical, Dental, and Vision Insurance
• Quarterly Bonuses based on Metrics
• 401(k)
• Paid Parental Leave
• Charitable Time Off
• Additional company benefits provided upon hire