Help Desk

Audio Enhancement•West Jordan, UT

3d•Onsite

About The Position

At Audio Enhancement, we help empower learning in the classroom every day. We believe in what we do, and how we do it. We take care of each other, exceed our customers’ expectations, and build success through partnership, friendship, and trust—with our team members, partners, and customers. Team members who work hard, pursue excellence, and have a positive attitude can expect to grow with us as we grow. At Audio Enhancement, we’re looking for “lifers”—members of our Audio Enhancement family who believe in our mission, share our passion, and want to spend their careers making a difference in education. We are currently seeking a full-time Help Desk for our West Jordan, Utah office. This is an in-office position. Audio Enhancement's Help Desk Technician will be the first point of contact for users seeking technical assistance from the IT Department. This position will primarily be responsible for the addressing daily trouble tickets, including the resolution of basic hardware and software issues through troubleshooting, password resets, and account management, while escalating more complex problems to higher level support teams when necessary. The position requires strong communication skills and a foundational understanding of IT systems.

Requirements

High School Diploma or equivalent
1-year experience with troubleshooting computers and related systems
Excellent analytical and problem-solving skills are a must.
Ability to triage and prioritize events.
Strong decision-making skills, including the ability to recognize when help is needed or incidents need to be escalated.
Strong communication and interpersonal skills are critical, along with the ability to collaborate effectively with diverse teams and stakeholders.
Ability to document and communicate professionally and accurately in written form.
Ability to lift 50 lbs.
Valid State Driver’s License

Responsibilities

Addressing all daily trouble tickets submitted to the IT Department.
Tasks include basic troubleshooting on user devices, consisting primarily of software and hardware issues.
Some network and systems troubleshooting ability will also be expected.
More advanced troubleshooting will be escalated to the IT Network & Systems Administrator staff as appropriate.
Documentation of all incidents in ticketing software.
Meeting established KPIs.
Other duties as assigned.