About this position
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).
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.