IT Service Technician

Flynn Group of Companies•Salt Lake City, UT

6d•$70,000 - $80,000•Onsite

About The Position

We are a collaborative team of high performing individuals working together to provide technology service and support to our internal customers while maintaining a high level of quality and customer service. This is an In-Office role that will require rotating on-call. Flynn Group of Companies is the leading trade contractor in North America that works on virtually every aspect of a buildingâ€™s outer layer, including Roofing, Glazing, Waterproofing, and Architectural Metals. The foundation of our award winning success is having the right people on our team.

Requirements

Degree or diploma in Computer Systems, Networking, Information Technology, or equivalent experience.
3+ years of IT support experience in a corporate or enterprise environment.
Strong analytical, troubleshooting, and problem-solving skills.
Excellent customer service, communication, and interpersonal abilities.
Ability to manage competing priorities in a fast-paced environment while meeting SLA commitments.
Experience working within ITIL-aligned service management environments and ticketing systems.
Ability to identify support trends, assess business impact, and make sound escalation and incident management decisions.
Collaborative team player with a continuous improvement mindset and the ability to work independently when needed.
Strong experience installing, configuring, and troubleshooting computer hardware, printers, audio/visual equipment, telephony systems, mobile devices, and software applications.
Proficiency supporting Windows operating systems and mobile platforms.
Experience with Microsoft 365 Apps, Microsoft Teams and Teams Rooms, Autodesk, Bluebeam, and similar business applications.
Experience using enterprise ticketing platforms such as ServiceNow, Jira Service Management, or similar systems.
Understanding of ITIL best practices and IT service management principles.

Nice To Haves

Industry certifications (Microsoft or equivalent) are an asset.
Experience with endpoint management and automation tools such as Microsoft Intune, Windows Autopilot, MDT, and PowerShell, as well as familiarity with Microsoft Dynamics SL and SAP SuccessFactors, is considered an asset.
Experience with incident response, major incident management, and root cause analysis is an asset.

Responsibilities

Provide first- and second-level technical support to Flynn offices through phone, email, and ticketing systems, ensuring prompt response and resolution of incidents and service requests.
Collaborate with the centralized Help Desk team to manage ticket ownership, escalation, communication, and resolution throughout the support lifecycle.
Prioritize and manage a fluctuating volume of requests while meeting SLA targets and maintaining a high level of customer satisfaction.
Deliver in-person support for local office users, conference rooms, and site technology needs.
Troubleshoot and resolve hardware, software, telephony, mobile device, audio/visual, and peripheral issues.
Follow ITIL-aligned Incident, Problem, Change, and Request Management processes to ensure effective service delivery.
Monitor ticket queues, identify trends, declare and coordinate major incidents when required, and participate in root cause analysis and corrective actions.
Maintain accurate ticket documentation, knowledge articles, inventory records, and asset assignments.
Contribute to process improvements, automation initiatives, self-service capabilities, and knowledge base development.
Assist with the evaluation, deployment, and support of end-user hardware, software, and services.
Participate in an on-call rotation, including evenings, weekends, and holidays, and travel occasionally to support regional offices and projects.