IT Help Desk Technician - Utah

The Help Desk Tier 1 is responsible for end user support for hardware, software and network to achieve 24/7 secure reliable and efficient operations. This includes computer and telecommunications services and all ancillary support services and equipment.

• Keep tickets up to date and clearly documented in ticket management system
• Basic troubleshooting and analysis
• Maintain hardware including workstations (including PC and Chrome devices) and phone for all entities supported
• Maintain line of business applications for all entities supported
• Processes employee change event requests including new hires, terminations and transfers
• Processes requests for hardware and software purchases including workstations, phones and peripheral devices (e.g. small printers, docking stations, etc.)
• Email account management
• Phone account management
• Maintain IT asset and contract tracking system
• Basic network (wired and WIFI) maintenance including hardware
• Demonstrates knowledge of and supports each entity’s mission and vision, policies and procedures, operation instructions, confidentiality guidelines and code of ethical behavior
• Performs other job-related duties as requested
• ALL RISE employees will be vigilant to support the positive compliant cybersecurity company posture by familiarizing themselves with all policies, procedures, standards, and guidelines and act accordingly. In addition to the cybersecurity requirements of all positions at RISE, IT Help Desk will support the secure installation / configuration, and remediation of computer hardware, software, systems, networks, printers, scanners and cloud properties.

• Microsoft 365 (Office 365, Entra , Intune)
• Microsoft Active Directory
• Microsoft Windows 11
• Google Workspace
• VoIP Phone Systems

• 1-3 years of desktop support experience
• Microsoft 365 (Office 365, Entra , Intune)
• Proven experience in maintaining workstations, managing cloud-based solutions, configuring and supporting VoIP systems, administering mobile device management (MDM) platforms, troubleshooting complex application issues, and performing hardware diagnostics and repair.
• Experience working with users defining problems and solutions

• CompTIA A+
• CompTIA Security

• Excellent communication and relationship skills with all stakeholders, including clients, state entities, and colleagues
• Ability to effectively and respectfully interact with client base that has varying levels of ability, educational backgrounds, authority, and ethnicities
• Ability to maintain confidentiality
• Ability to speak in public, including trainings
• Ability to communicate effectively with diverse internal and external customers to accomplish a task or reach an understanding diplomatically and respectfully

• Takes personal responsibility for actions. This is demonstrated through owning problems, problem solving and not projecting problems or failures to others or the "system" if not warranted
• Demonstrates excellence in work standards, is tenacious in completing tasks
• Able to effectively problem solve and make decisions. To include resolving crisis situations and developing resolutions between parties
• Works well with other team members and departments
• Demonstrates the ability to interact and cooperate using respectful relations in order to efficiently accomplish mutual goals and assignments
• Requests support from team with ample time to accommodate the support request in order to meet deadlines
• Ensures effectiveness in processes to achieve/seek best practice

• Telephone and headset, computer, multiple screens, copier, scanning system, printer, postage machine, calculator, and fax machines
• May use other office equipment as needed

• The employee must be able to sit for extended periods of time entering data into multiple systems
• The employee is regularly required to use their fingers, hands, arms, and eyes to input data and fold and/or cut paper
• The employee is required to answer the phone as well as respond to team members and internal customers
• The employee is required to operate and maintain a variety of office equipment including a computer, copy machines, scanning and reading equipment and a calculator requiring repetitive motion of the fingers,…