IT Support I

PACS in; Salt Lake City (UT); On-site; USD 28,000 - 34,000; Full time

Benefits offered by this job

Health coverage

Paid time off

HSA/FSA

401(k) plan

Employee assistance program

Job summary

PACS is seeking an IT Support Tier I professional in Salt Lake City, Utah to be the first point of contact for technology support. You will handle requests via phone, email and ticketing, document issues, and perform basic troubleshooting.

Escalation to Tier II will occur for advanced problems. You will follow Service Desk procedures and work with teams across IT and facilities to ensure timely resolutions and maintain high customer service standards.

Qualifications

• High school diploma or equivalent required.
• Associate degree in IT or related field preferred.
• 0–3 years in Help Desk/Service Desk 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 support requests via phone, ticketing system, email.
• Provide friendly, professional, customer-focused support.
• Gather relevant information, identify issue, and document requests.
• Set expectations for troubleshooting and resolution timelines.
• Maintain composure when assisting non-technical users.
• Perform initial troubleshooting using documented procedures.
• Escalate to Tier II for advanced issues with complete documentation.
• Document interactions, troubleshooting steps, and resolutions in ITSM.
• Follow Service Desk processes, workflows, and procedures.
• Collaborate with Tier II/III, Engineering, Security, and other teams.

Skills

Customer Service

Communication

Problem Solving

Attention to detail

Microsoft 365

Windows/macOS

Ticketing systems

MFA support

Education

High school diploma or equivalent

Associate degree in Information Technology or related field

Healthcare support experience (preferred)

Tools

ServiceNow

Microsoft 365

Ticketing systems

Job description

Position Details

The IT Support Tier I role serves as the first point of contact for all technology support requests across PACS. This position focuses on delivering a positive customer experience through prompt responses, accurate ticket documentation, basic troubleshooting, and efficient issue triage. Tier I team members are responsible for resolving common, well-documented issues at first contact whenever possible. When issues require advanced troubleshooting, elevated permissions, or specialized technical expertise, Tier I members promptly escalates to Tier II while ensuring complete and accurate documentation is provided. Success in this role depends on strong customer service skills, effective communication, attention to detail, and the ability to consistently follow established support procedures. The Tier I team plays a critical role in ensuring facility staff can quickly return their focus to resident care and business operations.

Essential Duties and Responsibilities

Customer Support & Call Handling

Serve as the first point of contact for all incoming technology support requests via phone, ticketing system, email, and other approved support channels.

Provide friendly, professional, and customer-focused support during every interaction.

Gather relevant information, identify the nature of reported issues, and accurately document support requests.

Set clear expectations regarding troubleshooting, escalation, and resolution timelines.

Maintain composure and professionalism when assisting frustrated or non-technical users.

Basic Troubleshooting & First-Call Resolution

Perform initial troubleshooting using documented procedures and knowledge articles. Typical Tier 1 support activities include:

• Password resets
• Multi-factor authentication (MFA) assistance
• Account lockout support
• Microsoft 365 basic support
• Outlook and Teams assistance
• Basic printing issues
• Basic application access issues
• Windows and macOS login issues
• Basic Wi‑Fi and connectivity troubleshooting
• Basic VPN assistance
• Hardware and peripheral support

Triage & Escalation Management

Determine whether a support issue falls within Tier I scope.

Escalate issues requiring advanced troubleshooting, elevated permissions, administrative access, or specialized technical expertise.

Escalate unresolved issues after reasonable troubleshooting efforts, generally within established Service Desk handling guidelines.

Ensure escalated tickets includes clear documentation, troubleshooting steps completed, user impact, and any relevant screenshots or supporting details.

Avoid unnecessary delays by escalating when issues exceed Tier I capabilities.

Ticket Documentation & ITSM Practices

Maintain accurate and complete ticket documentation within ServiceNow or other approved ITSM platforms.

Document customer interactions, troubleshooting performed, resolutions provided, and escalation details.

Ensure tickets are categorized, prioritized, and routed appropriately.

Follow established Service Desk processes, workflows, and operational procedures.

Maintain ticket quality and documentation standards.

Knowledge Management

Utilize knowledge articles as the primary resource for issue resolution. Follow documented procedures and approved support processes. Identify knowledge gaps and submit recommendations for improvement. Contribute feedback that improves frontline support documentation.

Team Collaboration

Work collaboratively with Tier II and III, Engineering, Systems, Security, EHR, and other service teams. Assist with smooth ticket transitions through complete and accurate escalation documentation. Participate in team meetings, training sessions, and continuous improvement activities. Support organizational initiatives and technology rollouts when directed.

Qualifications

Education & Experience High school diploma or equivalent required. Associate degree in Information Technology 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.

Preferred Certifications

• CompTIA A+ or Network+
• ITIL Foundation
• Microsoft Fundamentals Certifications
• HDI Support Center Analyst

Core Competencies

• Technical Knowledge Microsoft 365 – user and group management
• Windows and macOS operating systems
• Microsoft Teams Outlook Password management and MFA
• Basic networking concepts Printers and peripherals
• Ticketing systems and Service Desk workflows
• Customer Service Strong customer service mindset. Professional and courteous communication. Ability to build rapport with users.
• Communication Ability to clearly communicate technical concepts to non-technical users. Active listening skills. Strong verbal and written communication.
• Problem Solving Ability to follow troubleshooting procedures. Sound judgment regarding escalation decisions.
• Attention to detail and accuracy. Professionalism Dependable and punctual.
• Positive attitude and willingness to learn. Ability to work effectively in a structured, process-driven environment.

Key Performance Indicators

• Customer satisfaction scores.
• Call quality and professionalism.
• Ticket documentation accuracy.
• First-contact resolution rates.
• Proper use of escalation procedures.
• Ticket handling efficiency.
• Adherence to Service Desk processes and standards.
• Continuous learning and professional development.

Pay Range: $20-$25/hr depending on experience Location: Salt Lake City, UT

Benefits

• Health Coverage: Enjoy medical, dental, and vision plans to keep you and your family healthy.
• PTO and Vacation: Benefit from generous paid time off and holidays to relax and recharge.
• Financial Wellness: Take advantage of Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) to manage your healthcare expenses effectively.
• Retirement Planning: Secure your future with our 401(k) plan, complete with company contributions to help you build your retirement savings.
• Support When You Need It: Our Employee Assistance Plan (EAP) provides confidential support for personal and professional challenges.

Commitment to Diversity and Inclusion

We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants of every race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, and any other protected characteristic. Employment decisions are based on qualifications, merit, and business needs.

PACS is revolutionizing the delivery and leadership of post-acute healthcare and support services across the country. Originally founded in 2013, the organization now consists of hundreds of independent operating subsidiaries, as well as ancillary and support services. We bring a proven model of mission-driven care that balances access to a national network of support and resources with local decision making. In addition, PACS helps connect exceptional people with premier healthcare careers across the country. We focus on finding innovative and effective team members based on their qualifications, experience, geographic preferences, and personality fit with the existing facility staff and culture. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants of every race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, and any other protected characteristic. Employment decisions are based on qualifications, merit, and business needs.