Service Desk Consultant at Aleracare – TAYLORSVILLE, Utah

ABOUT PURE

Pure Infusion Suites is a fast-growing healthcare start-up. In fact, Pure was recognized as the fastest growing company 2 years in a row in September of 2025. We attribute that success to the amazing people, purpose, values, and collective culture to be found at each of our locations and within each of our departments. We have an absolute obsession over our patients’ experience and care. Add to that, nurse autonomy, quality time with patients, reasonable schedules, and job that gets you home at a reasonable hour each day, it’s no surprise why we have been able to bring and keep the best people.

In short - If you’re looking for a job where you actually see your impact in the lives of patients in a real, personal way, on a day-to-day basis, this is the place for you.

Summary/Objective:

A Service Desk Consultant acts as the primary IT contact, providing technical support to users via phone, email, or in-person. They troubleshoot hardware/software issues, manage user accounts (passwords/permissions), document tickets in Service Desk systems, and escalate complex problems to ensure minimal downtime and high user satisfaction.

Essential Functions: (These are the required duties and responsibilities)

Technical Support:Troubleshooting OS, software applications, LAN/WAN issues, and peripherals (printers, phones) for users.

Incident Management:Answering, logging, and tracking support requests in ticketing systems, ensuring timely resolution and closure.

User Administration: Handling password resets, account creation, and permission management.

Documentation: Creating and updating knowledge base articles and documentation for recurring issues.

Remote/In-Person Assistance: Utilizing remote-control software to fix issues or providing on-site support.

Escalation: Identifying complex issues and escalating them to Tier 2 or Tier 3 support teams.

Required Skills & Abilities:

Technical Knowledge: Familiarity with Windows/macOS operating systems, hardware components, and software applications.

Customer Service:

· Exceptional interpersonal and communication skills to assist users of all technical skill levels.

· Excellent verbal and written communication skills.

· Excellent organizational skills and attention to detail.

· Excellent time management skills with a proven ability to meet deadlines.

· Strong analytical and problem-solving skills.

Problem-Solving:

· Strong analytical skills to diagnose issues efficiently.

· Ability to prioritize tasks and to delegate them when appropriate.

· Ability to function well in a high-paced and, at times, stressful environment.

Experience:

· Previous experience in a help desk, service desk, or customer support role is often required, with potential ITIL foundation certification as a bonus.

· Deep understanding of IT infrastructure, systems, and operations.

· Knowledge of IT service management (ITSM) frameworks and best practices.

· Proficient with Microsoft Office Suite or related software.

Education Requirements

· Minimum: High school diploma or GED with relevant training or certifications.

· Preferred: Associate or Bachelor’s degree in Computer Science, Information Technology, or Information Systems.

· Common Certifications: CompTIA A+, Network+, Security+, or ITIL Foundation.

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Experience and Skills

· Experience: 1–2+ years in a help desk, technical support, or customer service role.

· Technical Knowledge: Understanding of operating systems (Windows, macOS), hardware troubleshooting, and network diagnostics (VPN, TCP/IP).

· Soft Skills: Strong problem-solving, patience, empathy, and ability to explain technical issues in simple terms.

Current human resources and/or compensation credentials or certification preferred.

Supervisory Responsibilities: NA

Work Environment: Hybrid

Physical Demands:

Prolonged periods of sitting at a desk and working on a computer.

Must be able to lift to 15 pounds at times.

Work Authorization Requirements: Authorized to work in the USA.