IT Support Specialist

Deseret First Credit Union•West Valley City, UT

2h•Hybrid

About The Position

In this role, you will be the face of IT for our organization. You will be a trusted partner for end users who delivers exceptional support experience while keeping pace with an ever-evolving technology landscape. You will maintain and support the company’s desktop and laptop environments across both windows and Apple platforms, resolving issues, deploying hardware and software, and supporting the internal IT Helpdesk. You will also contribute to Help Desk related projects and continuously grow your technical expertise as our tools and systems evolve.

Requirements

High school diploma or GED required
1-3 years of relevant IT support or helpdesk experience
Experience working with both Windows and Apple (Mac OS/IOS) environments
Familiarity with an Active Directory or cloud identity management (e.g. Azure AD/Entra ID)
Competencies: Customer service excellence – putting end user experience at the center of every interaction
Competencies: Troubleshooting and analytical thinking – approaches problems methodically and persistently until resolved
Competencies: Eagerness to learn – embraces new technologies and tools with curiosity and enthusiasm in a fast-changing environment
Competencies: Strong Interpersonal and communication skills – written and verbal, adapting style of communication base doff technical and non-technical audiences
Competencies: Problem Solving – identifies root causes and implements effective, lasting solutions
Competencies: Attention to detail – accurate documentation, precise configurations, reliable follow through
Competencies: Prioritization and time-management – manages multiple open tickets and tasks effectively under pressure
Computer/Software Skills: Proficiency with Microsoft 365 applications
Computer/Software Skills: Proficiency with Apple macOS an IOS device support and administration
Computer/Software Skills: Experience with windows desktop operating systems
Computer/Software Skills: Experience with laptops, tablets, and smartphones across multiple platforms
Computer/Software Skills: Strong knowledge of Microsoft desktop applications and operating systems
Computer/Software Skills: PC and Mac diagnostic skills and administration experience

Nice To Haves

IT certificates (CompTIA A+, Network+, Microsoft Certification) or some higher education in Information Technology or related field preferred
Experience with IT ticketing and project management tools such as FreshService, ClickUp or Jira is a plus
Familiarity with IT service management and collaboration tools such as FreshService, ClickUp and/or Jira

Responsibilities

Deliver outstanding helpdesk support with a customer-first mindset, resolving issues to the end users satisfaction while maintaining a positive and professional experience
Monitor and respond quickly and effectively to requests received through the IT helpdesk ticketing system
Build strong relationships with end users through clear, empathetic communication in person, over the phone, or through the ticket system
Assist with onboarding, offboarding, and transfers of users, including setup of credentials and equipment across Windows and macOS environments
Install, test, and configure new workstations (PC and Macs), peripheral equipment, and software
Manage user accounts and access in Active Directory and/or cloud-based identity platforms
Perform timely workstation hardware and software upgrades as required
Document internal procedures, troubleshooting steps, and solutions to build a shared knowledge base
Train end users on hardware, software, and best practices while tailoring communication your communication style to different levels of technical familiarity.
Actively pursue learning opportunities to stay current with emerging technologies, tools and IT best practices
Other duties and responsibilities as assigned