Support Jobs in Pleasant Grove, UT

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5d ago

Help Desk Team Lead

Agency VA Pleasant Grove, UT

Pleasant Grove, UT

5d ago

$55k - $58k/yr Full time Active Directory End User Support Google Workspace

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Job Description

Agency VA offers a hybrid work arrangement in Pleasant Grove, UT, with a salary of USD 55,000 - 58,000 per yearly. This leadership role owns the Help Desk operations, delivering reliable technical support across the organization while guiding continuous improvement to scale with company growth. The role requires a minimum of 3 years of experience and an Associate's Degree or Bachelor's Degree.

Benefits include:

401(k)
401(k) matching
Dental insurance
Health insurance
Health savings account
Life insurance
Paid time off
Vision insurance

Responsibilities

Own the Help Desk operations for AgencyVA, setting direction and ensuring reliable support delivery.
Coach, mentor, and develop Help Desk staff to raise performance and service quality.
Define, monitor, and report on KPIs and service metrics to drive improvement.
Provide regular coaching, training, and performance reviews for the team.
Foster accountability and ownership across the Help Desk function.
Identify staffing, process, and technology improvements to support company growth.
Prioritize and manage ticket queues to ensure timely issue resolution.
Monitor and ensure adherence to service level agreements (SLAs).
Analyze ticket trends to identify recurring issues and design long-term solutions.
Act as the escalation point for complex technical issues.
Maintain clear communication and follow-up throughout the support process.
Own and maintain the AgencyVA IT Knowledge Base.
Develop and update standard operating procedures, troubleshooting guides, and support documentation.
Create repeatable processes that improve efficiency and consistency.
Keep documentation current as systems and procedures evolve.
Provide first-level and second-level technical support to employees, virtual assistants, and internal stakeholders.
Troubleshoot issues related to hardware, software, printers, internet connectivity, mobile devices, and business applications.
Support Microsoft 365, Google Workspace, VoIP systems, cloud-based applications, and other business technology platforms.
Create, manage, and troubleshoot user accounts, passwords, permissions, and access requests.
Assist with onboarding and offboarding activities, including account provisioning, equipment setup, and technology orientation.
Develop KPI dashboards and reporting for leadership.
Identify opportunities to automate repetitive support tasks.
Recommend technology and workflow improvements to increase efficiency and user satisfaction.
Partner with leadership to improve IT support strategies and scalability.
This position requires a leader who takes complete ownership of the Help Desk function, developing the team, establishing performance metrics, maintaining documentation, and ensuring an exceptional support experience for all users.

Requirements

3+ years of experience in a Help Desk, Technical Support, or IT Support role.
Previous experience leading, mentoring, or supervising support personnel.
Proven ability to develop KPIs, reporting metrics, and drive performance improvements.
Strong knowledge of Microsoft 365, Google Workspace, Windows operating systems, and common business applications.
Experience supporting remote users and cloud-based environments.
Excellent customer service, communication, and leadership skills.
Strong troubleshooting and problem-solving abilities.
Experience creating and maintaining technical documentation and knowledge bases.
Ability to manage multiple priorities in a fast-paced environment.
Must be able to work onsite in Pleasant Grove, UT on designated in-office days and as business needs require.

Technologies

Microsoft 365
Google Workspace
Windows operating systems
VoIP systems
Microsoft Entra ID (Azure AD)
Intune

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