Technical Support Specialist

Higginbotham•Lehi, UT

5d•Onsite

About The Position

We are seeking a skilled and proactive IT Technician to support, maintain, and improve our organization’s IT infrastructure. The ideal candidate will troubleshoot hardware and software issues, assist users with technical support, and ensure systems run smoothly and securely. This role plays a critical part in ensuring business continuity and supporting our compliance with IT policies and best practices.

Requirements

Ability to Analyze and Solve Problems: Skill in recognizing challenges, exploring options, and implementing effective solutions in a timely manner
Attention to Detail: A strong focus on completing tasks and projects accurately and thoroughly
Communication Skills: Capable of expressing ideas clearly in both verbal and written forms and engaging with various audiences
Timely Task Completion: Ability to finish tasks and projects efficiently, managing resources and priorities effectively
Team Collaboration: Willingness to work together with others, promoting teamwork and supporting shared goals
Client Focus: Dedication to understanding and addressing the needs of clients and stakeholders to ensure their satisfaction
Dependability: Acknowledgment of the importance of being present and punctual.
Creative Thinking: Openness to suggesting new ideas and methods to improve processes and outcome
Organizational Skills: Capability to prioritize tasks and manage multiple projects simultaneously
Adaptability: Willingness to adjust to changing situations and priorities, showing resilience in a dynamic work environment
Prior experience working on a Helpdesk, in IT, or similar technical function.
Experienced in multitasking, prioritizing, and managing time effectively.
Experienced in escalating unresolved issues to higher-level support teams or third-party vendors when necessary.
Skilled in professional written and interpersonal communication, with a strong ability to convey complex technical information clearly and effectively to non-technical audiences, ensuring understanding across all organizational levels.
Proficient with Microsoft Excel, Word, PowerPoint, and Outlook

Nice To Haves

Associate’s or bachelor’s degree in IT, Computer Science, or related field preferred
Relevant certifications (e.g., CompTIA A+, Microsoft Certified) are a plus.
Experience with ticketing systems (e.g., Zendesk, Jira, ServiceNow) is a plus.

Responsibilities

Diagnosing and troubleshooting technical issues across hardware, software, and network systems
Providing step-by-step guidance and walkthroughs to customers and team members
Install, configure, and perform minor repairs on computer hardware and software systems
Helping customers diagnose technical issues in person or remotely
Deliver remote and on-site technical support to end-users.
Maintain optimal functionality of computer systems and related technologies.
Support software updates, maintenance, and troubleshooting.
Work with Windows operating systems, including setup, maintenance, and troubleshooting.
Create and update internal process documentation and knowledge base articles.
Collaborate with third-party vendors for support and service delivery.
Manage technical support cases via phone, email, and ticketing systems.
Assist with system and software evaluations, including analyzing requirements and recommending improvements.