IT Service Desk Specialist: First-Line Support

O.C. Tanner; Salt Lake City (UT); On-site; USD 42,000 - 54,000; Full time

Job summary

O.C. Tanner is seeking a Service Desk Technician I to provide first-level technical support for employees.

You will handle tickets across phone, email, chat, and self-service, aiming for first-contact resolution while maintaining accurate documentation and a world-class customer experience. Responsibilities include onboarding support, hardware deployment, and collaboration with security and infrastructure teams.

Qualifications

• Must provide first-level IT support with strong customer service.
• Basic troubleshooting of common desktop/laptop issues and software.
• Follows documented procedures and ITSM/ITIL practices.

Responsibilities

• Receive and respond to support requests via phone, email, chat, or self-service.
• Document, categorize, prioritize, and route incidents and service requests.
• Provide first-contact resolution when possible and good communication.
• Troubleshoot routine hardware, OS, productivity apps, and access issues.
• Support onsite and remote employees with approved tools.
• Install and configure IT equipment and standard images.
• Escalate tickets to appropriate teams when needed.
• Maintain ticket ownership and update closure notes.
• Assist with onboarding and hardware preparation for new employees.
• Maintain asset and ticket documentation.

Skills

Customer service

Written & verbal communication

Troubleshooting

Windows & macOS basics

Microsoft Office basics

PC hardware basics

Mobile device troubleshooting

Jira / ticketing

ITSM / ITIL concepts

Identity & access management basics

Information security awareness

Process orientation

Team collaboration

Vendors / cross-team collaboration

AI tools awareness (Copilot)

Education

High school diploma or equivalent

Associate degree or higher in IT/CS

Tools

Jira

Job description

O.C. Tanner is seeking a Service Desk Technician I to provide first-level technical support for employees.

You will handle tickets across phone, email, chat, and self-service, aiming for first-contact resolution while maintaining accurate documentation and a world-class customer experience. Responsibilities include onboarding support, hardware deployment, and collaboration with security and infrastructure teams.