In-Office IT Service Technician — On-Call Support

Flynn Group of Companies; Salt Lake City (UT); On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

Medical, Dental, Disability and Vision

401(k) with company match

Life Insurance

Paid time off and holidays

Collaborative work environment

Job summary

Flynn Group of Companies is seeking an IT Service Technician for an in-office role in Salt Lake City. The position includes on-call rotations and requires legal authorization to work in the US.

A competitive salary range and strong benefits are offered. You will provide frontline IT support, collaborate with the Help Desk, and ensure SLA targets while delivering hands-on hardware, software, and AV support for local offices and projects.

Qualifications

• Degree or diploma in Computer Systems, Networking, Information Technology, or equivalent experience.
• 3+ years IT support experience in a corporate or enterprise environment.
• Industry certifications (Microsoft or equivalent) are an asset.
• Strong analytical, troubleshooting, and problem-solving skills.
• Excellent customer service, communication, and interpersonal abilities.
• Ability to manage competing priorities in a fast-paced environment while meeting SLA commitments.
• Experience working within ITIL-aligned service management environments and ticketing systems.
• Ability to identify support trends, assess business impact, and make sound escalation decisions.
• Experience with incident response, major incident management, and root cause analysis is an asset.
• Collaborative team player with a continuous improvement mindset and the ability to work independently when needed.

Responsibilities

• Provide first- and second-level technical support to Flynn offices through phone, email, and ticketing systems, ensuring prompt response and resolution of incidents and service requests.
• Collaborate with the centralized Help Desk team to manage ticket ownership, escalation, communication, and resolution throughout the support lifecycle.
• Prioritize and manage a fluctuating volume of requests while meeting SLA targets and maintaining a high level of customer satisfaction.
• Deliver in-person support for local office users, conference rooms, and site technology needs.
• Troubleshoot and resolve hardware, software, telephony, mobile device, audio/visual, and peripheral issues.
• Follow ITIL-aligned Incident, Problem, Change, and Request Management processes to ensure effective service delivery.
• Monitor ticket queues, identify trends, declare and coordinate major incidents when required, and participate in root cause analysis and corrective actions.
• Maintain accurate ticket documentation, knowledge articles, inventory records, and asset assignments.
• Contribute to process improvements, automation initiatives, self-service capabilities, and knowledge base development.
• Assist with the evaluation, deployment, and support of end-user hardware, software, and services.
• Participate in an on-call rotation, including evenings, weekends, and holidays, and travel occasionally to support regional offices and projects.

Skills

Hardware setup

Printers & AV

Telephony systems

Mobile devices

Software apps

Windows support

Microsoft 365

Customer service

Education

Degree or diploma in Computer Systems or IT

Tools

ServiceNow

Jira Service Management

Microsoft Intune

Windows Autopilot

MDT

PowerShell

Microsoft Dynamics SL

SAP SuccessFactors

Job description

Flynn Group of Companies is seeking an IT Service Technician for an in-office role in Salt Lake City. The position includes on-call rotations and requires legal authorization to work in the US.

A competitive salary range and strong benefits are offered. You will provide frontline IT support, collaborate with the Help Desk, and ensure SLA targets while delivering hands-on hardware, software, and AV support for local offices and projects.