IT Help Desk Agent — First-Call Resolution

Les Olson IT; Lindon (UT); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Paid Time Off

Sick Days

Paid Holidays

Work-life Balance

Life Insurance

Local Volunteer Opportunities

Job summary

Les Olson IT is seeking an IT Support professional in Lindon, UT to serve as the first point of contact for client technical needs. You will troubleshoot issues across software, hardware, and connectivity while delivering clear guidance and exceptional customer service.

You will build relationships with clients, strive for first-call resolution, and document steps for the team. The role emphasizes growth, hands-on learning, and balancing a fast-paced environment with quality support.

Qualifications

• 1 year of IT support experience or related hands-on practice.
• Strong commitment to excellent customer service and user support.
• Excellent written and verbal communication, able to explain technical concepts to non-technical users.
• Organizational and multitasking skills to thrive in a dynamic environment.
• Strong problem-solving abilities with attention to detail and follow-through.
• Dependability and ability to work independently, plus adaptability to new tech and processes.

Responsibilities

• Troubleshoot a wide range of technical issues (software, hardware, connectivity) to provide reliable support.
• Translate complex concepts into clear guidance for users and IT professionals.
• Deliver excellent customer service with patience, active listening, and empathy.
• Build and maintain professional relationships by understanding client environments and needs.
• Aim for first-call resolution by diagnosing root causes and asking thorough questions.
• Document interactions, solutions, and follow-up steps for seamless team knowledge sharing.
• Collaborate with internal teams and escalate when appropriate to improve processes.
• Continue developing technical knowledge through hands-on learning across diverse technologies.

Skills

IT support

Customer service

Clear communication

Problem solving

Time management

Self-motivation

Adaptability

Job description

Les Olson IT is seeking an IT Support professional in Lindon, UT to serve as the first point of contact for client technical needs. You will troubleshoot issues across software, hardware, and connectivity while delivering clear guidance and exceptional customer service.

You will build relationships with clients, strive for first-call resolution, and document steps for the team. The role emphasizes growth, hands-on learning, and balancing a fast-paced environment with quality support.