Helpdesk Technician Tier II-III

1 month ago

Salt Lake City, United States Deseret Mutual Benefit Administrators Full time
Job DescriptionJob Description

DMBA provides a variety of benefits including health, life, and retirement to employees of the Church of Jesus Christ of Latter-day Saints and its affiliates. DMBA began operations in 1970 and is now in its 54th year of supporting the Church of Jesus Christ of Latter-day Saints and its mission.

SCOPE OR CONTRIBUTION TO THE ORGANIZATION

The DMBA IT Helpdesk is in search of a talented Helpdesk Technician. This candidate will contribute to the skill and culture of our dynamic helpdesk team. The Helpdesk Technician reports to the Helpdesk Manager with responsibilities for all Tier 1 and Tier 2 support efforts within the organization. A successful candidate will be technologically adept at solving problems and is willing and able to teach and communicate simple and complex issues to individuals or groups at all levels within the organization. As part of the IT Helpdesk Team, the candidate will also assist with the following: Jira Support Tickets and Administration, analysis and resolution of complex issues, and supporting users in various locations including remote and in-office. Additionally, this individual proactively looks for opportunities to improve helpdesk processes and procedures. **Compensation is industry competitive with incredible benefits in an award-winning organizational culture**

ROLE RESPONSIBILITIES

  • Provide first and second level support to employees in their use of computers and information technology
  • Resolve computer problems including both hardware and software, troubleshoot and solve user level networking issues and escalate issues where needed
  • Image, configure and distribute new and re-purposed computers in a hybrid workforce.
  • Resolve support calls within required SLA's while providing excellent service
  • Support Conference Room technology and provide end user training as needed
  • Make appropriate network and printer changes, as required.
  • Follow established IT Asset Management Procedures to maintain asset inventory and assignments
  • Maintain and improve organizational documentation in the form of internal and user facing Knowledge Base Articles (KB's) and other relevant documentation
  • Demonstrates Professionalism and Attentiveness in business interactions
  • Own problems and see them through completion
  • Adhere to problem management processes as it relates to production systems
  • Work as part of a close-knit IT Helpdesk team, supporting the business with a professional and happy attitude

KNOWLEDGE, SKILLS, EXPERIENCE

  • 2-4 Years' experience working as a member of a helpdesk or support team with experience in Windows 10 and 11, and Apple MacOS
  • Knowledge of Microsoft Active Directory, Enterprise Networking Support (Wired and Wireless) and Virtual Desktop Infrastructure (VDI)
  • Learn and Understand Business Processes to improve existing workflows and design new workflows where needed
  • Excellent Communication Skills (Written and Verbal)
  • Familiarity with OSI Troubleshooting Model and HDI ITIL Principles
  • Experience with PowerShell, SSH, and other shell scripting languages would be beneficial
  • Experience with Windows Autopilot
  • Experience with Microsoft Configuration Manager and Intune (Preferred)
  • Experience with IT Hardware and Software Asset Management, CMDB and other ITIL Foundation Principles

EDUCATION

Associate's degree or equivalent certifications in Information Technology including A+, Network +, ITIL or other relevant experience.

What We Offer:

  • Competitive pay
  • Rich medical, vision and dental benefits with low premiums. One of the top health plans in Utah
  • Rich retirement planning: including 401(k) company match, 8% EDRC Employer Discretionary Retirement Contribution (we just give you free money for retirement), life insurance, and full service Financial Planners onsite at no cost
  • Generous paid leave plan that starts accruing your first day, your birthday off, additional sick leave and 12 paid holidays
  • World class wellness program with health coaching, ability to earn 3 additional days off a year, fun activities and an onsite gym.
  • Tuition reimbursement
  • Career development through company sponsored programs and over 5000 on-demand online training courses.
  • Hybrid work schedules available depending on position.
  • Employee Assistance Program


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