Job Description
Job Description
At First Step House, "We help people build lives of meaning, purpose, and recovery," and we are dedicated to this mission.
We are hiring a full time IT Support Technician in Salt Lake City, Utah!!
The Helpdesk Technician provides frontline technical support to end-users across the organization, ensuring reliable and efficient use of hardware, software, and network resources in day-to-day operations. This entry-level role is ideal for a Computer Science student seeking hands-on experience while completing their degree or new Information Technology professionals. The technician plays a critical role in minimizing user downtime, resolving issues quickly and courteously, and enabling employees to focus on their core responsibilities, directly contributing to overall organizational productivity and employee satisfaction.
- Salary: $49,000 – $54,000 per year
- Schedule: Monday – Thursday | 8 AM – 5 PM
Our full-time benefits include:
- Robust paid time off program with enhanced benefits as you grow with us
- 15 paid holidays annually, including your birthday
- 401(k) employer matching (up to 5%)
- Opportunity for annual merit increase and annual bonus
- Medical, Dental, Vision, Life Insurance
Education and Experience:
- Previous helpdesk, technical support, or IT-related internship experience preferred but not required
- CompTIA A+, Network+, Microsoft 365 Fundamentals, or similar certification preferred but not required
Requirements:
- Must have strong interpersonal skills, including the ability to listen carefully, explain technical concepts in simple terms, and maintain a positive attitude with frustrated users
- Must have excellent verbal and written communication skills
- Must be organized, able to follow instructions precisely, and manage time effectively
- Must have the ability to work accurately under pressure with high attention to detail
- Must have working knowledge of Microsoft 365 suite and basic Active Directory/Entra ID administration
- Must understand core networking concepts (TCP/IP, DNS, DHCP, Wi-Fi, VPN, VLAN, ACLs, etc.)
- Must be comfortable learning and using ticketing systems, remote-support tools, and basic diagnostic utilities
Duties include but not limited to:
- Provide prompt and professional first-level technical support via phone, email, chat, ticketing system, or in-person for hardware, software, and connectivity issues
- Troubleshoot and resolve common end-user problems on Windows and IOS devices (e.g., slow performance, application errors, peripheral issues)
- Assist users with Microsoft 365 applications and services (Outlook, Teams, OneDrive, SharePoint, Word, Excel, PowerPoint, etc.)
- Perform basic user administration in Microsoft 365 Admin Center and Active Directory/Entra ID (create accounts, reset passwords, assign licenses, manage groups)
- Diagnose and fix basic networking issues including wired/wireless connectivity, VPN, printer setup, IP conflicts, and DNS/DHCP problems
- Accurately log, track, update, and close support tickets in the organization's ticketing system
- Escalate complex or unresolved issues to senior IT staff while keeping users informed of progress
- Create and maintain simple knowledge-based articles and user self-help guides
- Assist with new user onboarding (equipment setup, account creation, orientation to tools, troubleshooting)
For more information about our non-profit organization, you can visit our website at www.firststephouse.org
For more details on testimonials, simply follow the link below and scroll to the bottom. https://firststephouse.org/employment-opportunities/
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran.
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