IT Service Desk Technician Tier I

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

The Service Desk Technician I provides first-level technical support to O.C. Tanner employees by resolving routine incidents and service requests through phone, email, walk-in, chat, and self-service channels. This role works under close supervision, follows established procedures, and focuses on accurate ticket documentation, timely communication, first-contact resolution whenever possible, and a world-class customer experience.

What You'll Do

Technical Support

• Receive and respond to support requests through phone, email, walk-in, chat, and self-service channels.
• Create, document, categorize, prioritize, and route Incident and Service Request tickets according to established procedures and service levels.
• Provide first-level technical support with a focus on resolving issues during the first contact whenever possible.
• Troubleshoot routine issues related to desktop and laptop hardware, operating systems, productivity applications, system access, network access, user settings, and common endpoint issues.
• Support both onsite and remote employees using approved remote support tools and established support processes.
• Install, configure, and deploy IT equipment, software, peripherals, and standard workstation images.
• Escalate and assign tickets to the appropriate technical support teams or departments when issues require additional expertise.
• Perform hierarchical escalations through Service Desk management and Technology leadership when appropriate.
• Maintain ownership of assigned tickets through resolution, ensuring timely updates, clear communication, and accurate closure notes.
• Provide basic support and guidance for approved AI-powered tools, including assisting users with adoption, troubleshooting common issues, and promoting effective and responsible use.

Employee Lifecycle and Access Support

• Assist with onboarding activities including user provisioning, hardware setup, workstation preparation, and initial access validation for new employees.
• Wipe, reformat, and prepare computers for reuse or disposal in accordance with company policies and information security requirements.
• Assist with termination-related access and hardware processes to ensure system, network, and device access is removed or updated within compliance requirements.
• Maintain accurate hardware, asset, and ticket documentation related to assigned work.

Service Management and Process Improvement

• Follow ITSM and ITIL-based practices for incident management, service request fulfillment, escalation, communication, and documentation.
• Create and maintain Service Desk knowledge base articles, support documentation, and standard procedures.
• Identify and recommend process improvements that improve customer satisfaction, ticket quality, team efficiency, and service delivery.
• Collaborate cross-functionally with infrastructure, security, applications, and other technology teams when needed.

Security and Compliance

• Follow company information security policies and procedures.
• Understand the security implications of daily Service Desk work, including account access, hardware handling, endpoint management, and data protection.
• Protect sensitive company and employee information when handling tickets, devices, accounts, and support requests.

Additional Responsibilities

• Participate in assigned shift coverage, on-call rotations, and other support responsibilities as needed.
• Learn and remain current on O.C. Tanner applications, systems, business processes, and Service Desk procedures.
• Perform other duties as assigned.

Desired Skills and Experience

• Excellent customer service skills and the ability to support a wide range of employees, including onsite and remote users, cross-functional partners, different organizational levels, varying technical skill levels, and employees for whom English may be a second language.
• Strong written and verbal communication skills with the ability to communicate through the medium most appropriate to the situation.
• Foundational troubleshooting, problem-solving, research, and escalation skills.
• Basic understanding of Windows and macOS support; familiarity with client and server operating systems is helpful.
• Basic understanding of Microsoft Office and common productivity applications, including Outlook, Excel, Word, and PowerPoint.
• Basic understanding of PC hardware components, peripherals, imaging, configuration, and repair concepts.
• Basic understanding of mobile device troubleshooting, including iPhone, iPad, Android, and similar platforms.
• Familiarity with ticketing software such as Jira, or similar platforms.
• Basic understanding of ITSM and ITIL principles.
• Basic understanding of identity and access management concepts, including user and group administration.
• Awareness of information security principles and how they apply to Service Desk work.
• Process-minded approach with the ability to learn, follow, document, and improve processes for the customer and team.
• Ability to multitask and manage multiple priorities in a fast-paced support environment.
• Willingness to collaborate with infrastructure, security, applications, and other technology teams.
• Experience supporting virtual desktop technologies is preferred.
• Familiarity with AI-powered technologies, such as Microsoft Copilot, and the ability to support, educate, and guide users in the effective, responsible, and secure use of AI tools.

Education and Qualifications

Required

• High school diploma or equivalent.
• 0-1 years of relevant IT support, customer service, help desk, or related experience, or equivalent coursework/training.
• Ability to complete routine assignments while following detailed instructions, documented procedures, and established standards.

Preferred

• Associate degree or higher in Information Technology, Computer Science, or a related field.
• Relevant coursework, vocational training, or industry certifications.
• Certifications such as CompTIA A+, ITIL Foundation, Microsoft certifications, AWS Cloud Practitioner, or other relevant technical certifications.
• Acquires job skills and learns company policies, procedures, systems, and tools to complete routine tasks.
• Works on assignments that are routine in nature and require limited judgment.
• Receives detailed instructions and works under close supervision.
• Has limited decision-making responsibility and escalates appropriately when issues are outside documented procedures or assigned authority.
• Demonstrates reliability, customer focus, clear communication, and a willingness to learn and grow within the organization.

Working Relationships

• Service Desk Team
• Infrastructure and Engineering Teams
• Information Security Team
• Applications and Business Systems Teams
• People & Great Work / HR partners
• Business stakeholders, end users, vendors, and service providers