Job Posting: Helpdesk Support Specialist – Your Communications Superpowers Wanted!
Location: 1600 N 1275 W Orem, UT Schedule: Part-Time or Full-Time, On-site in the office (Core Hours: 8 AM - 5 PM) $18-$22/hr DoE
Who We Are:
We’re a tight-knit IT team passionate about learning, collaborating, and supporting each other as we tackle technical and interpersonal challenges. At our company, mentorship is a core value, and innovation isn’t just a buzzword—it’s a way of life. Join us, and you’ll be contributing to a welcoming, fast-paced environment that rewards curiosity and ingenuity.
The Role: Your Impact
As a Helpdesk Support Specialist, you'll be the empathetic face and essential communicator of IT, ensuring our workforce feels heard and effectively supported through every technical hiccup. Think of yourself as a superhero for our internal teams, swooping in to listen, organize, and lead the initial resolution—all while staying cool, collected, and exceptionally helpful. This is an ideal role to build foundational skills in IT support, process management, and technology collaboration.
Your Mission (Should You Choose to Accept It):
- Be present: You’re the rock we depend on during core hours.
- Active Listening & Triage: Efficiently intake IT requests, deeply listening to user problems to correctly categorize and assign tickets, acting as the vital link to our engineers.
- Initial Problem-solve: Handle basic workstation, WiFi, application, and printing questions, providing clear and patient guidance.
- Document like a pro: Update and maintain our IT Wiki to ensure standardized processes and share new lessons learned—you'll be the knowledge curator.
- Collaborate & Learn: Work closely with IT engineers and other team members, actively seeking to absorb their expertise and support team productivity.
Tools of the Trade (Experience with these is a plus, but a quick learner is key!):
- Google Workspace, Zoom, JIRA, O365, Google Chrome
- Mac OS, Windows, and Linux (Ubuntu 24.04)
What We’re Looking For:
Experience:
- 1+ years in a client-facing role where strong interpersonal skills and conflict resolution were a primary focus.
- Experience in an office environment where basic SaaS system administration and process management was a peripheral duty is a bonus.
- Bonus points for A+ or other related certifications (or a strong desire to earn them).
Skills:
- Exceptional Empathy, patience, and active listening skills—you intuitively prioritize understanding the user's need.
- Excellent Communication and Interpersonal Leadership (both written and verbal) with the ability to translate technical concepts into simple, encouraging terms.
- A proactive, quick-learning attitude with a track record of finishing tasks and following up.
- A knack for problem-solving that focuses on understanding the user's need first, and the ability to document and build repeatable processes.
Personality:
- A team player ready to participate in team-building activities and support colleagues.
- Someone who thrives in a collaborative environment and is always eager to learn and take on new challenges.
What’s in it for You?
- Career Growth: This role is often a stepping stone to IT engineering, SOC, Audit, or even Penetration Testing teams. We are committed to developing internal talent.
- Professional Development & Mentorship: Annual personalized development plans and ongoing mentoring from senior team members to help you chart your unique career path.
- Benefits: Healthcare benefits, 401k matching, and other perks that will make you glad you joined us.