IT Helpdesk Technician in Ogden, Utah at Trace Minerals Research

Summary

We are looking for customer-focused IT Helpdesk Technician to serve as the first point of contact for employees experiencing technical issues. The ideal candidate is a strong communicator with solid troubleshooting skills who can diagnose and resolve hardware, software, and network problems efficiently while delivering excellent customer service.

Duties & Responsibilities

• Serve as the first point of contact for employees seeking technical assistance via phone, email, chat, or ticketing system.
• Diagnose and troubleshoot hardware, software, network, and connectivity issues.
• Log, track, and resolve support tickets in a timely manner, meeting SLA targets.
• Set up new hardware (laptops, desktops, monitors, peripherals) and provision user accounts.
• Install, configure, update software applications, and operating systems.
• Assist with password resets, account lockouts, and access permission requests.
• Escalate complex or unresolved issues to Tier 2/3 support or appropriate specialists.
• Maintain accurate documentation of issues, resolutions, and standard procedures.
• Support onboarding/offboarding processes, including equipment setup and account deactivation.
• Perform routine maintenance, patching, and updates on end-user devices.
• Educate users on best practices for cybersecurity, software use, and IT policies.
• Manage and maintain IT asset inventory (hardware and software licenses).
• Assist with basic network troubleshooting (Wi-Fi, VPN, printer connectivity).
• Contribute to the knowledge base by documenting common issues and solutions.

Expectations & Evaluation Criteria

• Act with integrity and treat people with respect.
• Take ownership of your work and deliver it accurately and on time.
• Communicate clearly, listen well, and handle conflict professionally.
• Adapt to changing priorities and manage multiple responsibilities.
• Look for better ways to work and contribute ideas that improve the team.

Qualifications

• Associate's degree or equivalent certification in IT, Computer Science, or related field (or equivalent work experience).
• 1-3 years of experience in a helpdesk, technical support, or IT support role.
• Working knowledge of Windows and/or macOS operating systems.
• Familiarity with Microsoft 365 / Database administration.
• Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN).
• Experience with ticketing systems.
• Strong problem-solving and analytical skills.
• Excellent verbal and written communication skills.
• Ability to explain technical concepts to non-technical users.
• Strong time-management skills and ability to prioritize multiple tickets.
• Lifting/moving computer equipment (up to 25-50lbs) / use of ladders.
• Primarily desk-based work with periods of walking between offices/floors.
• CompTIA A+, Network+, or similar certification preferred.
• Experience with Azure/Entra user management preferred.
• Familiarity with remote desktop and screen-sharing tools preferred.
• Basic scripting knowledge (PowerShell) for automating routine tasks preferred.
• Prior experience in a fast-paced or enterprise IT environment preferred.

• 8 hour shift

• Paid time off
• Health insurance
• Dental insurance
• Vision insurance
• 401(k)
• 401(k) matching
• Employee discount