Help Desk Support provides first-level troubleshooting and resolution for end-user technology across remote and on-site environments.

Identify, diagnose, and resolve user issues involving personal computer software and hardware (Desktops, Laptops, Tablets, Smart Phones).
Deliver, tag, set up, and assist with configuration of end-user hardware, software, and peripherals for PC desktops, laptops, tablets, and mobile devices.
Diagnose and resolve end-user problems related to networks and local printers, including PC hardware issues, e-mail, Internet, and local-area network access.
Perform hardware provisioning, imaging, troubleshooting, and software installation for laptops, desktops, and mobile devices (iOS/Android).
Coordinate user problem resolution with outsourced IT consultants as needed and track and report recurring problems.
Support employees with installation, troubleshooting, and maintenance of computer software and hardware systems.
Provide TCP/IP networking support and troubleshoot LAN and WAN connectivity for both local and remote end-user environments.
Troubleshoot a range of client, mobile, and cloud applications, including Microsoft Office 365, Microsoft D365, and SharePoint.
May suggest modifications and corrections to existing software applications.
May provide training for new hardware or software.
Develop and maintain a catalog of hardware and software equipment and licensing.
Complete other tasks as assigned or requested.

Associates degree or equivalent in information technology.
Minimum three (3) years of proven experience as Help Desk Support or comparable work supporting multiple locations across multiple time zones, remotely or on site.
Proficiency with Microsoft 365, Microsoft Windows 10, Microsoft Office, printers, scanners, and mobile devices.
Excellent interpersonal and project management skills.
Ability to communicate technical information to both technical and non-technical personnel.
Ability to create and write clear, complete documentation of systems and procedures.
Strong analytical and problem-solving skills with high attention to detail and accuracy.
Self-motivated with the ability to work independently.

Remote-based role; may work from a regional office as business needs require.
May work varying hours across several time zones.
Uses a computer, keyboard, mouse, and required hardware/software to complete assigned tasks.
May work for long durations seated.
Frequently uses the internet, telephone, Teams, email, and other software to communicate and collaborate with one or multiple people or projects simultaneously.

Location: Salt Lake City, UT (remote)

Experience: 3+ years

Education: Associates degree or equivalent in information technology

Help Desk Support

Job Description