Overview: The Escalated Support Technician is responsible for ensuring employees, faculty, and partners have the necessary tech tools and support. Acting as a senior resource within the IT Support team, this role handles advanced user issues, mentors entry level team members, and collaborates across IT to resolve escalated concerns. Primary Responsibilities: Provide Tier 3 support and manage escalations. Assist with problem resolution alongside other IT specialists. Mentor and guide User Support team members. Ensure a deep understanding of the organization’s software systems. Participate in 24/7 on-call rotations. Collaborate with Managed Service Providers for data requests. Manage data backup, recovery, and cloud-based communication tools. Additional Duties: Contribute to data governance and change management processes. Stay updated on emerging software tools and features. Qualifications: Associate’s degree in computer science or related field (or equivalent experience). 5+ years of detail oriented technical support experience. Expertise in Microsoft Active Directory, multifactor authentication, and end-user security (Apple environment). Familiar with managing macOS, Windows, Office Suite, and browsers. Experience with network fundamentals, VPNs, VoIP systems, and cloud app management. Proficiency with software deployment tools (e.g., JAMF) and ticketing systems. Experience administering Jira or similar tools Who You Are: You bring strong technical skills, a customer-focused mindset, and a willingness to learn. Your ability to troubleshoot collaboratively and mentor others makes you a great asset to the team.
We are looking for a skilled IT Field Technician to join our team in Orem, Utah. This Contract-to-permanent position requires a hands-on, detail-oriented individual capable of managing a variety of technical tasks, including structured cabling, PC support, and networking. The ideal candidate will thrive in a dynamic environment, demonstrating adaptability and a commitment to delivering high-quality results.<br><br>Responsibilities:<br>• Install, maintain, and troubleshoot structured cabling systems to ensure seamless connectivity.<br>• Configure and support system setups, including hardware and software components.<br>• Provide onsite networking assistance, including setup and diagnostics for switches and routers.<br>• Collaborate on project-based assignments, showcasing flexibility and problem-solving skills.<br>• Develop and document repeatable processes to enhance operational efficiency.<br>• Set up, configure, and maintain desktops, laptops, and peripheral devices.<br>• Diagnose and resolve technical issues related to hardware and software.<br>• Perform operating system installations, updates, and patch management.<br>• Offer technical support to end-users both onsite and remotely.<br>• Maintain accurate inventory records of IT assets and support documentation efforts.
<p><strong>Customer Service Representative – Role Description</strong></p><p><strong>Overview:</strong></p><p>The Customer Service Representative (CSR) serves as the first point of contact between our client and their customers. This role is responsible for providing timely, professional, and effective assistance across various communication channels, including phone, email, chat, and social media. The CSR ensures customer satisfaction by resolving issues, answering inquiries, and delivering a high-quality support experience.</p><p><br></p><p><strong>Key Responsibilities:</strong></p><ul><li>Respond to customer inquiries in a prompt, courteous, and accurate manner.</li><li>Handle complaints and provide appropriate solutions within set time limits.</li><li>Maintain a deep understanding of the client’s products or services to offer informed assistance.</li><li>Document all customer interactions accurately in the support system.</li><li>Collaborate with internal teams to resolve complex customer issues.</li><li>Follow communication procedures, guidelines, and policies set by the client.</li><li>Uphold a positive and professional demeanor in all customer interactions.</li></ul><p><br></p>
