Helpdesk Technician

Extensiv • American Fork, UT

8d • $55,000 - $60,000

About The Position

Extensiv is seeking a people-first Helpdesk Technician who genuinely enjoys helping others and takes pride in making technology function seamlessly. This role serves as the primary point of contact for the team, responsible for resolving issues efficiently, communicating clearly, and ensuring a positive technology experience. The ideal candidate possesses strong troubleshooting skills combined with excellent customer service abilities, demonstrating patience, approachability, and proactivity. Responsibilities include both reactive support and proactive maintenance across a Microsoft 365 environment and a mixed fleet of Windows and Mac devices, ensuring the smooth operation of systems and user productivity.

Requirements

• A genuine passion for customer service and a helpful, approachable attitude.
• Clear, friendly communication skills, with the ability to explain technical concepts to non-technical individuals.
• Hands-on experience administering Microsoft 365.
• Experience managing internal IT infrastructure and supporting both remote and in-office employees.
• Comfort working across both Windows and Mac OS environments.
• Working knowledge of Microsoft Entra ID user management, Intune, Jamf, and Apple Business Manager.
• Strong troubleshooting and problem-solving skills with sharp attention to detail.

Responsibilities

• Triage, resolve, and escalate tickets within SLA across both Windows and Mac OS environments, meeting KPIs while maintaining a helpful, customer-first attitude.
• Manage the employee lifecycle, including onboarding and offboarding, which involves purchasing and configuring hardware, setting up software, syncing Mobile Device Management (MDM), and managing security badge access.
• Administer core platforms such as Microsoft 365, Slack, and Zoom, ensuring availability, functionality, and proper access. Conduct regular audits for licensing, software spend, and record accuracy.
• Purchase, configure, and maintain IT equipment for both in-office and remote employees, balancing reliability and cost-efficiency.
• Support SOC 2 compliance by partnering with the cybersecurity team to maintain access-control processes, documentation, and audit evidence.
• Create clear documentation and provide coaching to colleagues on unfamiliar software and hardware to enhance company-wide system confidence and independence.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed