Help Desk Technician

Role Summary

This role blends IT support (tickets, troubleshooting, onboarding/offboarding) with security-minded IT administration (MFA support, endpoint protection, patching, basic vulnerability remediation, phishing response). You’ll be hands-on, customer-focused, and proactive about preventing issues—not just fixing them.

This role is not remote. The technician must work on-site in our Orem, Utah office and be available for morning shifts.

Key Responsibilities

IT Support (Core)

• Provide Tier 1–2 support for end users (hardware, software, accounts, connectivity).
• Manage ticket queue, document work, and meet response/resolution service level agreements.
• Set up and deploy laptops/desktops, peripherals, and standard applications.
• Support new hire onboarding and offboarding (accounts, devices, access removal).
• Maintain asset inventory and basic IT documentation/knowledge base articles.
  

Security-Focused Support

• Assist with access controls: password resets, MFA enrollment, SSO access, and least-privilege access requests.
• Support endpoint protection tools (EDR/AV), device encryption, and workstation hardening basics.
• Help coordinate patching and routine updates for endpoints and common applications.
• Triage phishing reports and suspicious emails; escalate incidents appropriately.
• Support security awareness efforts (reminders, quick guides, phishing simulation coordination).

Required Qualifications

• Comfortable supporting Windows (basic admin tasks).
• Strong troubleshooting skills across common business apps (email, collaboration tools, browsers, VPN).
• Security mindset: careful with access, verification, and handling sensitive data.
• Clear communication and a customer-service approach.
  

Preferred Qualifications

• Familiarity with Microsoft 365 or Google Workspace administration.
• Experience with MDM tools (Intune, Jamf, etc.) and endpoint security tools (EDR/AV).
• Basic understanding of networking (DNS, DHCP, VPN).
  

What Success Looks Like (First 60–90 Days)

• Tickets are handled quickly and cleanly documented, with fewer repeat issues.
• Onboarding/offboarding is consistent and secure (no access gaps).
• MFA/endpoint protection adoption improves and device compliance increases.
• Phishing reports are triaged accurately and escalated when needed.