Position: IT Service Desk Technician
Type: Full-Time Position, Standard Office Hours
Location: Salt Lake City, Utah
Salary/Pay: $45K - $85K / Year - Commensurate with experience and education
Reports to: Front Line Service POD Team Lead (TL)
About the Company
Founded in 1998, the company has grown into a premier provider of Managed IT, Cybersecurity, and Cloud Services, serving small and medium-sized businesses across Northern Utah and beyond. We are a team of dedicated professionals committed to delivering top-tier IT services and solutions, and we're looking for individuals who embrace our core values and culture to continue driving our growth and innovation.
Our Vision
To be recognized as a Top Ten MSSP for SMBs in the US by elevating the IT experience and setting the gold standard for outsourced IT and Cybersecurity Services.
Our 4-Fold Mission
- Provide our client partners with state-of-the-art, world-class support, solutions, and cybersecurity.
- Provide Cyber and Tech Pros with a work environment where they can thrive and do the most meaningful work of their careers.
- Build a high-trust, high-performance organization that delivers superior outcomes and exceptional employee and customer experiences by living our core values.
- Support our community by embracing the ideal that “A rising tide lifts all ships."
Our Core Values
- Extraordinary Client Solutions & Security: We challenge each other to ensure our clients receive the best IT support and cybersecurity services in the industry.
- Absolute Ownership: We take full responsibility for setting standards of excellence and holding ourselves accountable for results.
- Financial Stewardship: We ensure responsible financial decision-making and use of resources.
- Assume Positive Intent: As a people-first organization, we always assume the best in others, fostering fairness and compassion.
- Culture of Inclusion: We value diverse perspectives and invite every voice to strengthen our team’s innovation and decision-making.
- Outwit & Outgrit: We succeed by being curious, thinking smarter, and finding the best solutions, then executing them with courage and collaboration.
- Growth Mindset: We embrace continuous learning and development, empowering our team to share knowledge, seek feedback, and take risks.
What We Offer:
- Competitive salary DOE
- Comprehensive benefits and perks package, including medical, dental, vision, life, long-term and short-term disability, mental health, wellness programs/apps, telemedicine, prescription discounts, retirement programs, etc.
- PTO Program
- Career growth and professional development opportunities.
- Abundance-minded, fun, fulfilling culture.
- Certification Bonus Incentives.
Purpose of the Role:
The Service Desk Technician is responsible for responding to and resolving client support tickets efficiently and accurately. As the first point of contact for clients, your primary focus will be handling tickets swiftly, while maintaining high client satisfaction and escalating issues as needed.
How You Create Value:
By ensuring timely and accurate ticket resolution, the Service Desk Technician helps maintain high client satisfaction levels. Success in this role contributes to smooth and efficient service experience for clients, making sure their technical needs are met and expectations exceeded.
Essential Duties and Responsibilities:
- Respond to and resolve support tickets in accordance with SLAs, focusing on timely responses and effective solutions.
- Provide excellent customer service and model best practices for the team.
- Ensure clients receive agreed-upon service levels, measured by KPIs and metrics.
- Actively participate in building a high-trust, high-performance team culture of collaboration and continuous improvement.
- Engage with clients through phone, email, and chat to ensure satisfaction and provide updates on ticket progress.
- Participate in on-call rotations for 1 week at a time, typically 4 to 5 times per year per technician to provide after-hours support for escalated incidents and urgent client issues.
- Use CRM, ticketing systems, and BI dashboards to track performance metrics like CSAT and NPS, ensuring service excellence.
Working Conditions:
- Professional office environment.
- Participation in on-call rotations is required to address after-hours escalations and urgent client issues.
- Reasonable accommodations may be made for individuals with disabilities.
The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed or required.
Key Technical Skills and Responsibilities:
- Basic to intermediate networking troubleshooting (e.g., VPN, connectivity issues, simple firewall configurations, DHCP/DNS settings).
- Proficient in email troubleshooting, including issues related to M365 suite (password resets, mail flow issues, calendar syncing).
- Microsoft Office 365: Ability to manage and troubleshoot M365 applications and services.
- Basic printer and peripheral troubleshooting (e.g., network printers, drivers, connectivity).
- Windows OS: Intermediate knowledge of Microsoft Workstation Operating Systems and their applications, with the ability to troubleshoot common user issues.
- Ticket and time management: Effectively manage multiple priorities and tickets, escalating when necessary.
- Basic understanding of security best practices (e.g., antivirus, password management) and incident escalation when security issues arise.
Experience and Education:
- 2+ years of experience in customer service or IT support.
- A+ Certification required.
- While A+ Certification is required, we encourage and support ongoing professional development to achieve additional certifications such as Server+, NET+, and Security+.
- We offer 2 hours per week of paid company time for certification training and clear career progression paths based on skill development and certifications.
- Familiarity with M365 administration and user support.
- Bachelor's degree in IT or a related field preferred but not required.
- Excellent communication and interpersonal skills.