IT Support Associate I: First-Line Help Desk

PACS; United States; On-site; USD 28,000 - 34,000; Full time

Benefits offered by this job

Health coverage

PTO and vacations

HSA/FSA

401(k) with company contributions

Employee Assistance Plan

Job summary

PACS is seeking an IT Support Tier I professional to serve as the first point of contact for technology support requests in Salt Lake City, UT. You will deliver friendly, professional assistance, document issues, and perform basic troubleshooting while escalating complex problems to Tier II as needed.

You will handle password resets, MFA assistance, account issues, basic Microsoft 365 support, and connectivity tasks, ensuring timely resolutions and clear expectations for users.

Qualifications

• High school diploma or equivalent required.
• Associate degree in IT or related field preferred.
• 0-3 years of experience in a Help Desk, Service Desk, Technical Support, Customer Support, or related role.
• Experience using ticketing systems or customer service platforms preferred.
• Healthcare support experience is a plus.

Responsibilities

• Serve as the first point of contact for all incoming technology support requests.
• Provide friendly, professional support during interactions.
• Gather relevant information, document support requests, and set expectations for troubleshooting and timelines.
• Escalate to Tier II for advanced issues with complete documentation.
• Maintain accurate ticket documentation within ITSM platforms (e.g., ServiceNow).
• Collaborate with Tier II/III, Engineering, Systems, Security, and EHR teams.
• Participate in team meetings, training, and improvement activities.
• Support technology rollouts as directed.

Skills

Customer service

Communication

Problem solving

Attention to detail

Team collaboration

Education

High school diploma or equivalent

Associate degree in IT or related field

Tools

ServiceNow

Microsoft 365

Job description

PACS is seeking an IT Support Tier I professional to serve as the first point of contact for technology support requests in Salt Lake City, UT. You will deliver friendly, professional assistance, document issues, and perform basic troubleshooting while escalating complex problems to Tier II as needed.

You will handle password resets, MFA assistance, account issues, basic Microsoft 365 support, and connectivity tasks, ensuring timely resolutions and clear expectations for users.