Service Desk Technician I

AleraCare•Sandy, UT

2d•Hybrid

About The Position

The Service Desk Technician I serves as the primary point of contact for end-user IT support. This Tier 1 role focuses on resolving common technical issues, delivering a high-quality customer experience, and ensuring timely resolution or appropriate escalation of incidents. The position is ideal for entry-level to early-career professionals seeking to build foundational IT support skills in a fast-paced, service-oriented environment.

Requirements

Basic knowledge of Windows and/or macOS operating systems.
Familiarity with Microsoft 365, email platforms, and common business applications.
Fundamental understanding of hardware, peripherals, and basic networking concepts.
Ability to follow structured troubleshooting processes and think analytically.
Strong verbal and written communication skills.
Ability to explain technical concepts in clear, user-friendly language.
Patient, service-oriented approach with a focus on user satisfaction.
Strong attention to detail, particularly in ticket documentation.
Ability to manage and prioritize multiple requests in a fast-paced environment.
Ability to work effectively both independently and as part of a team.
High school diploma or GED.

Nice To Haves

Relevant training or certifications.
Associate’s or Bachelor’s degree in Computer Science, Information Technology, or Information Systems.
CompTIA A+
CompTIA Network+
CompTIA Security+
ITIL Foundation.

Responsibilities

Troubleshoot and resolve issues related to Windows and macOS operating systems, standard business applications, hardware, networking (LAN/WAN, VPN, Wi-Fi), and peripherals (printers, phones, mobile devices).
Provide support via phone, Microsoft Teams chat, email, remote tools, or in person.
Answer, log, track, and manage incidents and service requests using the ticketing system.
Prioritize requests according to defined service levels and business impact.
Maintain clear, accurate, and concise ticket documentation.
Confirm issue resolution with users prior to ticket closure.
Perform password resets, account unlocks, account creation, and basic permission changes using Active Directory or similar identity management tools.
Assist with workstation setup, hardware troubleshooting, and standard software installations.
Create and update knowledge base articles and documentation for recurring issues.
Identify issues outside Tier 1 scope and escalate to Tier 2 or Tier 3 teams with thorough documentation of troubleshooting steps already taken.
Collaborate with IT team members to support service desk goals and continuous improvement.