IT Helpdesk Analyst

Summit Line Construction, Inc.•Provo, UT

2d•Onsite

About The Position

Summit Line Construction is hiring for upcoming IT Helpdesk Analyst positions in Provo, Utah. The role provides Tier 1 technical support to employees and helps ensure timely resolution of hardware, software, connectivity, and other technology issues. Support is delivered in person, by telephone, or remotely. The analyst serves as the first point of contact for users, resolves routine issues, and escalates complex problems as appropriate. The position also supports technology orientations, department projects, IT policies and procedures, shared services, hardware and software inventory, workstation preparation, and technology security practices. The role requires balancing speed and quality while managing multiple requests, maintaining composure under stress, and communicating effectively and respectfully. Some short-term travel and after-hours support may be required.

Requirements

High school diploma or equivalent.
1–2 years of experience in a help desk or technical support role.
Working knowledge of Windows operating systems, Microsoft 365, and common business applications.
Familiarity with Active Directory, ticketing systems, and remote support tools.
Strong troubleshooting and problem-solving skills.
Excellent communication and customer service skills.
Ability to prioritize and manage multiple requests in a fast-paced environment.
Ability to lift computer equipment, supplies, and heavy equipment.
Some short-term travel is required.
Some after-hours support may be required.

Nice To Haves

Associate degree or relevant certification, such as A+ or Network+.
Troubleshooting experience with Windows 11, Microsoft Office, network stack, server administration, printers, and Apple iOS and Android mobile devices.

Responsibilities

Serve as the first point of contact for end users seeking technical support, resolve day-to-day issues, and escalate complex problems as needed.
Provide in-person, telephone, and remote troubleshooting for computer, software, network, printing, and mobile-device issues.
Assist with individual and group orientation training on technology equipment.
Assist with department projects and initiatives when requested.
Assist with implementation of IT policies and procedures for managing computer systems and operations based on corporate guidelines and control frameworks.
Participate in the effective operation of the IT Department.
Provide technical support for system and network connectivity requirements and other shared services.
Maintain accurate inventories of technology hardware, software, and resources.
Troubleshoot technology issues and maintain issue logs or lists of required repairs and maintenance procedures.
Prepare and install workstations, connect and set up hardware, load required software, and provide network accounts as required.
Assist with monitoring and enforcing technology security policies.