ServiceDesk Level I

MX • Lehi, UT

34d • Onsite

About The Position

We are driven by our moral imperative to advance mankind - and it all starts with our people, product and purpose. We always carry a deep sense of drive and passion with us. If you thrive in a challenging work environment, surrounded by incredible team members who will help you grow, MX is the right place for you. Come build with us and be part of an award-winning company that’s helping create meaningful and lasting change in the financial industry. We have an immediate need for an internal IT support ServiceDesk Level I. The SD I will report to the Service Desk Lead. The primary responsibility of the Service Desk is to be the first response team in answering and replying to all hardware & software technical issues received from our internal customers. In addition, the SD I will be responsible for triaging all incoming Incidents, Requests, inquiries and walk-up requests.

Requirements

• At least one year of technical and/or customer service experience
• Strong knowledge and experience with Windows 10/11, MacOS, Apple IOS & Android Operating Systems
• Experience supporting Microsoft O365/M365 and/or Google Workspace
• Familiarity with Dell, Lenovo, Apple Hardware, & mobile devices
• Familiarity using audio and video equipment
• Networked, local & large format printers
• Jamf, Kandji, & Microsoft Intune disk imaging utilities & OS management
• Internet browsers (e.g. Safari, Chrome, Firefox)
• Strong ability to diagnose & troubleshoot technical issues leveraging the OSI Model
• Incident Management System (ServiceNow)
• Understanding of the ITIL framework

Nice To Haves

• A+ Certifications within 6 months of hire

Responsibilities

• IT inventory and asset tracking in ServiceNow our CMDB
• Be the first point of contact for all Service Desk Incidents and requests
• Maintain physical organization of the IT inventory and workspaces
• Primary IT shipping and receiving POC, Laptops, Monitors, etc.
• Setup and troubleshoot AV equipment; provide support, training and assistance for audio visual equipment in conference rooms, in open use areas and for company meetings
• Setup new team members with hardware, peripherals and working environment applicable to their role and function
• Train new employees on their new hardware, operating system, peripherals and how to access the various resources they have been given access to
• Train new team members on how to find information and where to request services in the organization such as policy documents, knowledge articles, items for use, software, etc. (New Hire Onboarding)
• Provide timely hardware, operating system, software and network support by diagnosing and resolving issues in person for team members
• Perform routine maintenance on equipment
• Use ServiceNow to create knowledge articles, track inventory, document work performed on Incidents, Requests and escalate issues
• Keep up-to-date on new technologies and end user technologies

Benefits

• onsite perks such as company-paid meals, massage therapists, a sports simulator, gym, mother’s lounge, and meditation room and meaningful interactions with amazing people

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees