IT Support Technician

This is an entry-level technical position focused on first contact support and foundational skills development. The primary focus is to provide technical support to agency users in the Division of Technology Services (DTS)-supported systems and hardware, resolve routine service requests efficiently, and build core technical competencies., The DTS Edge Desktop team is seeking an individual to deliver comprehensive customer support for a range of desktop equipment, including laptops, PCs, printers, tablets, and various peripherals. Responsibilities include performing software and hardware installations, maintenance, and troubleshooting under the direct mentorship of a Senior IT Support Technician, with a focus on lower-complexity projects and tickets. Success in this position requires a strong capacity for learning and the ability to pivot as technology and equipment are modernized. We may give preference to applicants with troubleshooting experience or familiarity with applications such as Microsoft Intune, ServiceNow, and Bomgar., First Contact Technical Support: Troubleshoot and diagnose issues, including computers, printers, peripherals, and software. Perform routine adjustments and preventive maintenance in accordance with established Standard Operating Procedures (SOPs).

• Ticket Management: Serve as the primary point of contact for on-site support. Manage a personal ticket queue within ServiceNow, create and route tickets, and document issues and steps taken. Document technical fixes clearly and ensure timely updates to users.
• Training & Skills Development: Actively participate in on-the-job training and professional development. Attend monthly 1:1 mentorship meetings and complete required DTS training paths., In Utah, we believe hard work is important, but balance is essential. Finding work/life balance is a vital element to our culture. To find out more about WHY Utah, click here. Other benefits may include:
• Job Stability: Enjoy the security and reliability of employment within a well-established organization.
• Career Growth: Develop valuable skills and gain opportunities for leadership within a large organization.
• Meaningful Work: Contribute to an important service that benefits the community and supports organizational goals.
• Supportive Work Environment: Be part of a team that values cooperation, strong work ethics, and mutual support.

The Agency

The Division of Technology Services hosts a variety of applications offering a challenging work environment and opportunity to work with the newest technology The State of Utah has acquired. Come work in a fast-paced ever changing technology environment. This is an opportunity to make a difference in the technology field, along with the satisfaction of helping the agency you serve. Weekly training to help continue skill development in a team environment and a Udemy license for individual growth.

Do you have experience in Software installation?, Candidates must possess the following skills upon entry into the position:

• Knowledge of computers and software.
• Customer Service and communication skills, including oral expression, written expression, and active listening.

• A learning capacity.

• Install, configure and troubleshoot software using appropriate methodology and techniques
• Determine what is causing an operating system error and determine resolution
• Use device management system software
• Install hardware and firmware driver updates for laptops, desktop PCs and docking stations
• Communicate information and ideas clearly, and concisely, in writing; read and understand information presented in writing
• Speak clearly, concisely and effectively; listen to, and understand, information and ideas as presented verbally
• Use State or agency-specific software application program(s)
• Must be a self-starter grabbing incoming tickets and device deploys without being asked
• Works well with a team and also works well independently