Technician, IT Help Desk III

Job Description:

Help Desk Specialist III

About Packsize, We are Packsize. A fast-growth multinational technology company committed to eliminating excessive and unfriendly packaging experiences through the adoption of Right-sized Packaging On Demand systems, software, and services. Founded in 2002 and headquartered in Salt Lake City, Packsize gives businesses worldwide the ability to improve their customer satisfaction and enhance brand value while gaining efficiencies and savings. We accomplish this through our shared passion for a world where every box, envelope, and package shipped is the right size.

This right-sized shipment sends a ripple effect through the supply chain by reducing carbon emissions and fuel needs. In pursuit of packaging sustainability, we value the contribution of our combined experiences, backgrounds, and relationships to create a team where Everyone Fits. Become a part of Packsize and help us build Smart Packaging for a Healthy Planet.

In this role, you will provide advanced technical support for Packsize employees by analyzing requirements, resolving complex hardware, software, access, device, and workplace technology issues, and supporting the internal Service Desk. You will administer and support the Company’s PCs, printers, mobile devices, and related hardware and software. The role includes end-user support, license tracking, asset management, workstation maintenance and upgrades, application administration, advanced troubleshooting, root-cause analysis, documentation, mentoring, and continuous improvement.

You will also serve as an escalation point for issues that require broader technical depth, cross-functional coordination, or a durable solution.

• Provide advanced help desk support and resolve incidents and service requests to the end user’s satisfaction.
• Own assigned tickets and queue work from intake through resolution, setting clear expectations, and providing timely updates.
• Monitor and respond quickly and effectively to requests received by the Service Desk.
• Independently troubleshoot hardware, software, access, network, device, and performance issues using a structured approach.
• Serve as an escalation point for complex, recurring, cross-system, or high-impact issues.
• Perform root-cause analysis, identify recurring patterns, and recommend durable corrective or preventive solutions.
• Document troubleshooting steps, work performed, decisions, outcomes, and internal procedures in the appropriate systems.
• Create and improve knowledge articles based on ticket trends, identified gaps, and changes to supported technology.
• Improve Service Desk processes and SOPs by simplifying or automating repeatable work and reinforcing the approved source of truth.
• Assist with onboarding new users and the deprovisioning of departed employees.
• Install, test, configure, maintain, and upgrade workstations, peripheral equipment, and software.
• Manage PC setup and deployment using standard hardware and software, and ensure workstations include required peripherals and specialized equipment.
• Maintain accurate inventory records for equipment and software.
• Manage supported mobile devices through Intune and Fresh service, assist with VoIP administration, and assign users and computers to approved Active Directory groups.
• Support meeting-room and multimedia conferencing solutions and coordinate with meeting stakeholders when technical assistance is required.
• Mentor Service Desk peers, share technical context, review documentation, and coordinate with partner teams to improve support consistency and customer outcomes.

• College coursework, a degree in a related field, equivalent technical training, or comparable practical experience.