IT Help Desk

SupraNaturals, LLC is seeking an advanced Help Desk/IT Service Desk professional to support end-users on-site in Springville, UT. This role combines hands-on troubleshooting with customer-first service, backed by structured ticket handling, knowledge management, and preventative maintenance to keep systems running smoothly.

What you’ll do

• Arrive on-time and maintain a positive attitude while supporting users throughout the day.
• Receive, prioritize, respond to, and resolve or escalate end-user IT support requests.
• Manage support requests and ticket queues within the Service Desk ticketing system.
• Manage end-user expectations throughout the support process.
• Document complex problem resolutions in the IT wiki/knowledgebase.
• Provide advanced end-user training when needed and encourage use of self-help IT resources.
• Provision common IT assets, including computers, mobile devices, printers, and phones.
• Maintain a consistent desktop environment across all managed computers.
• Update asset management records for procurement, assignment, recovery, and retirement of fixed IT assets.
• Assist with periodic IT and other departmental projects as needed.
• Provide and manage support requests for remote clients.
• Perform preventative maintenance by checking and cleaning computers, printers, and peripherals.
• Assist in managing IP phone services, including directory numbers, department call flows, and voicemail.
• Assist in requirements gathering for new software, equipment, and processes.
• Recognize recurring support request trends and recommend problem resolutions and improvements to IT services.
• Collaborate with others in a team environment and also work independently without supervision.
• Be flexible to work after hours and weekends as needed.

Required experience and technical skills

• 1+ year of computer service or support-related work experience.
• Excellent customer service and interpersonal communication skills.
• Expert troubleshooting and problem-solving abilities.
• Strong understanding of computer hardware and software, desktop operating systems, printers, phone systems, mobile devices, and networking concepts.
• Knowledge and experience with organizational operating systems and protocols, including Windows 10, Apple OSX, Linux, TCP/IP, FTP, etc.
• Basic understanding of backup software for imaging machines.
• Knowledge of Malware, Antivirus, and host firewalls.
• Ability to troubleshoot hardware, operating system, application, and network issues.
• Quick learning and self-starter mindset.
• Ability to multitask and work with minimal supervision.
• Knowledge of CAT5E/CAT6 and fiber optic cable handling and standards is a plus.

Technologies you’ll work with

• Windows 10, Apple OSX, Linux
• TCP/IP, FTP
• Malware, Antivirus, host firewalls
• CAT5E, CAT6, fiber optic

Other expectations

• Knowledge of Microsoft applications and very solid computer knowledge.
• Effective trouble-shooting skills and the ability to multi-task many projects.
• Ability to teach and train employees who need assistance, with working knowledge of PCs, Microsoft Windows, and Mac systems.

Physical demands and work environment

• Occasionally sit, stand, walk, stoop, bend, reach, and kneel.
• Ability to lift 15 to 20 lbs.
• Office environment conditions including typical noise, dust, lighting, temperature, and physical or ergonomic hazards.

Note: This description is not intended to be all-inclusive. Employees may be requested to perform other duties as needed.