Help Desk Technician

Description Role Summary This role blends IT support (tickets, troubleshooting, onboarding/offboarding) with security-minded IT administration (MFA support, endpoint protection, patching, basic vulnerability remediation, phishing response). You’ll be hands-on, customer-focused, and proactive about preventing issues—not just fixing them. This role is not remote. The technician must work on-site in our Orem, Utah office and be available for morning shifts. Key Responsibilities IT Support (Core) Provide Tier 1–2 support for end users (hardware, software, accounts, connectivity). Manage ticket queue, document work, and meet response/resolution service level agreements. Set up and deploy laptops/desktops, peripherals, and standard applications. Support new hire onboarding and offboarding (accounts, devices, access removal). Maintain asset inventory and basic IT documentation/knowledge base articles. Security-Focused Support Assist with access controls: password resets, MFA enrollment, SSO access, and least-privilege access requests. Support endpoint protection tools (EDR/AV), device encryption, and workstation hardening basics. Help coordinate patching and routine updates for endpoints and common applications. Triage phishing reports and suspicious emails; escalate incidents appropriately. Support security awareness efforts (reminders, quick guides, phishing simulation coordination). Requirements Required Qualifications Comfortable supporting Windows (basic admin tasks). Strong troubleshooting skills across common business apps (email, collaboration tools, browsers, VPN). Security mindset: careful with access, verification, and handling sensitive data. Clear communication and a customer-service approach. Preferred Qualifications Familiarity with Microsoft 365 or Google Workspace administration. Experience with MDM tools (Intune, Jamf, etc.) and endpoint security tools (EDR/AV). Basic understanding of networking (DNS, DHCP, VPN). What Success Looks Like (First 60–90 Days) Tickets are handled quickly and cleanly documented, with fewer repeat issues. Onboarding/offboarding is consistent and secure (no access gaps). MFA/endpoint protection adoption improves and device compliance increases. Phishing reports are triaged accurately and escalated when needed.