Service Desk Consultant

AleraCare • Taylorsville, UT

5d • Hybrid

About The Position

A Service Desk Consultant acts as the primary IT contact, providing technical support to users via phone, email, or in-person. They troubleshoot hardware/software issues, manage user accounts (passwords/permissions), document tickets in Service Desk systems, and escalate complex problems to ensure minimal downtime and high user satisfaction.

Requirements

• Familiarity with Windows/macOS operating systems, hardware components, and software applications.
• Exceptional interpersonal and communication skills to assist users of all technical skill levels.
• Excellent verbal and written communication skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong analytical and problem-solving skills.
• Strong analytical skills to diagnose issues efficiently.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to function well in a high-paced and, at times, stressful environment.
• Previous experience in a help desk, service desk, or customer support role is often required, with potential ITIL foundation certification as a bonus.
• Deep understanding of IT infrastructure, systems, and operations.
• Knowledge of IT service management (ITSM) frameworks and best practices.
• Proficient with Microsoft Office Suite or related software.
• 1–2+ years in a help desk, technical support, or customer service role.
• Understanding of operating systems (Windows, macOS), hardware troubleshooting, and network diagnostics (VPN, TCP/IP).
• Strong problem-solving, patience, empathy, and ability to explain technical issues in simple terms.
• Authorized to work in the USA.

Nice To Haves

• ITIL foundation certification
• Current human resources and/or compensation credentials or certification

Responsibilities

• Troubleshooting OS, software applications, LAN/WAN issues, and peripherals (printers, phones) for users.
• Answering, logging, and tracking support requests in ticketing systems, ensuring timely resolution and closure.
• Handling password resets, account creation, and permission management.
• Creating and updating knowledge base articles and documentation for recurring issues.
• Utilizing remote-control software to fix issues or providing on-site support.
• Identifying complex issues and escalating them to Tier 2 or Tier 3 support teams.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED