IT Service Desk Technician

Full-time - Entry Level

Salt Lake City, UT

About the position

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. 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.

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.

Requirements

• 2+ years of experience in customer service or IT support.
• A+ Certification required.
• 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).
• Intermediate knowledge of Microsoft Workstation Operating Systems and their applications, with the ability to troubleshoot common user issues.
• 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.

Nice-to-haves

• Familiarity with M365 administration and user support.
• Bachelor's degree in IT or a related field preferred but not required.
• Encouragement and support for ongoing professional development to achieve additional certifications such as Server+, NET+, and Security+.

Benefits

• 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.