Help Desk Technician

Thrive Foods offers an onsite, hands-on Help Desk Technician role in American Fork, Utah. This position focuses on practical IT support across hardware, software, and documentation, with responsibilities centered on using the ticketing system to track requests and time and contributing to the development and maintenance of IT procedures. It’s a collaborative role that supports end users and helps strengthen the company’s IT processes.

Responsibilities

• Resolve technical issues for end users on Windows and macOS systems
• Troubleshoot basic network and connectivity problems
• Set up and provision new IT equipment, including laptops, monitors, and peripherals
• Support ongoing documentation and improvement of systems and processes
• Manage IT assets by tracking inventory and service or repair activity
• Train end users on proper technology and software usage
• Assist with phone system management
• Maintain a clean and organized work environment
• Support the IT Manager with additional projects as needed
• Use the company’s ticketing system to track support requests and time spent on tasks
• Create new procedures and maintain existing documentation related to the position

Requirements

• High School Degree or Equivalent
• 6 months or more of Help Desk experience
• Experience with ticket systems to document issues, troubleshooting steps, and resolution
• Ability to support user account setup, password resets, and basic access troubleshooting
• Ability to prioritize multiple support requests and manage time effectively
• Familiar with remote support tools and techniques for assisting users in different locations
• Understanding security best practices, including phishing, antivirus, and password management
• Strong problem-solving skills and close attention to detail
• Basic knowledge of VPN, WLAN/LAN, and basic TCP/IP technologies
• Experience with Windows 11, macOS, and Active Directory basics
• Service-oriented mindset with a passion for helping others
• Basic understanding of troubleshooting Microsoft 365 user setup and account-related issues
• Experience with Microsoft 365 administration, including basic user and license management, is preferred
• Exposure to Azure administration and Intune is a plus
• Exposure to SCCM and ITSM platforms is a plus
• CompTIA certification is preferred

Technologies

• Windows 11
• macOS
• Active Directory
• Microsoft 365
• Azure
• Intune
• SCCM
• ITSM platforms
• VPN
• WLAN
• LAN
• TCP/IP

Physical requirements

• Consistent and reliable attendance
• Typical office or warehouse environment
• Occasional lifting of up to 30 lbs
• Must be able to perform essential duties with or without accommodations

Schedule

This is an hourly position with a typical Monday through Friday schedule from 8:00 a.m. to 5:00 p.m. Occasional overtime may be required based on business needs.