IT Service Desk Technician - Tier I

O.C. Tanner•Salt Lake City, UT

2d•Hybrid

About The Position

The Service Desk Technician I provides first-level technical support to O.C. Tanner employees by resolving routine incidents and service requests through phone, email, walk-in, chat, and self-service channels. This role works under close supervision, follows established procedures, and focuses on accurate ticket documentation, timely communication, first-contact resolution whenever possible, and a world-class customer experience.

Requirements

High school diploma or equivalent.
0-1 years of relevant IT support, customer service, help desk, or related experience, or equivalent coursework/training.
Ability to complete routine assignments while following detailed instructions, documented procedures, and established standards.
Excellent customer service skills and the ability to support a wide range of employees, including onsite and remote users, cross-functional partners, different organizational levels, varying technical skill levels, and employees for whom English may be a second language.
Strong written and verbal communication skills with the ability to communicate through the medium most appropriate to the situation.
Foundational troubleshooting, problem-solving, research, and escalation skills.
Basic understanding of Windows and macOS support; familiarity with client and server operating systems is helpful.
Basic understanding of Microsoft Office and common productivity applications, including Outlook, Excel, Word, and PowerPoint.
Basic understanding of PC hardware components, peripherals, imaging, configuration, and repair concepts.
Basic understanding of mobile device troubleshooting, including iPhone, iPad, Android, and similar platforms.
Basic understanding of network concepts, home network troubleshooting, internet browsers, and network-based file and print services.
Familiarity with ticketing software such as Jira, or similar platforms.
Basic understanding of ITSM and ITIL principles.
Basic understanding of identity and access management concepts, including user and group administration.
Awareness of information security principles and how they apply to Service Desk work.
Process-minded approach with the ability to learn, follow, document, and improve processes for the customer and team.
Ability to multitask and manage multiple priorities in a fast-paced support environment.
Willingness to collaborate with infrastructure, security, applications, and other technology teams.

Nice To Haves

Associate degree or higher in Information Technology, Computer Science, or a related field.
Relevant coursework, vocational training, or industry certifications.
Certifications such as CompTIA A+, ITIL Foundation, Microsoft certifications, AWS Cloud Practitioner, or other relevant technical certifications.
Experience supporting virtual desktop technologies is preferred.
Familiarity with AI-powered technologies, such as Microsoft Copilot, and the ability to support, educate, and guide users in the effective, responsible, and secure use of AI tools.

Responsibilities

Receive and respond to support requests through phone, email, walk-in, chat, and self-service channels.
Create, document, categorize, prioritize, and route Incident and Service Request tickets according to established procedures and service levels.
Provide first-level technical support with a focus on resolving issues during the first contact whenever possible.
Troubleshoot routine issues related to desktop and laptop hardware, operating systems, productivity applications, system access, network access, user settings, and common endpoint issues.
Support both onsite and remote employees using approved remote support tools and established support processes.
Install, configure, and deploy IT equipment, software, peripherals, and standard workstation images.
Escalate and assign tickets to the appropriate technical support teams or departments when issues require additional expertise.
Perform hierarchical escalations through Service Desk management and Technology leadership when appropriate.
Maintain ownership of assigned tickets through resolution, ensuring timely updates, clear communication, and accurate closure notes.
Provide basic support and guidance for approved AI-powered tools, including assisting users with adoption, troubleshooting common issues, and promoting effective and responsible use.
Assist with onboarding activities including user provisioning, hardware setup, workstation preparation, and initial access validation for new employees.
Wipe, reformat, and prepare computers for reuse or disposal in accordance with company policies and information security requirements.
Assist with termination-related access and hardware processes to ensure system, network, and device access is removed or updated within compliance requirements.
Maintain accurate hardware, asset, and ticket documentation related to assigned work.
Follow ITSM and ITIL-based practices for incident management, service request fulfillment, escalation, communication, and documentation.
Create and maintain Service Desk knowledge base articles, support documentation, and standard procedures.
Identify and recommend process improvements that improve customer satisfaction, ticket quality, team efficiency, and service delivery.
Collaborate cross-functionally with infrastructure, security, applications, and other technology teams when needed.
Follow company information security policies and procedures.
Understand the security implications of daily Service Desk work, including account access, hardware handling, endpoint management, and data protection.
Protect sensitive company and employee information when handling tickets, devices, accounts, and support requests.
Participate in assigned shift coverage, on-call rotations, and other support responsibilities as needed.
Learn and remain current on O.C. Tanner applications, systems, business processes, and Service Desk procedures.
Perform other duties as assigned.