IT Support Tier I — First-Contact Tech Help

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

Benefits offered by this job

Health Coverage

PTO & Holidays

HSA/FSA

401(k) plan

Employee Assistance Plan (EAP)

Job summary

PACS is seeking an IT Support Tier I specialist in Salt Lake City to serve as the frontline for technology support requests. You will document issues, perform basic troubleshooting, and escalate complex problems to Tier II while keeping users updated on progress.

The role emphasizes strong customer service, communication, and adherence to defined support procedures. Knowledge of Microsoft 365, Windows/macOS, and ITSM workflows is preferred. Competitive hourly pay for this on-site position.

Qualifications

• 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.
• Certifications such as CompTIA A+ / Network+, ITIL Foundation, Microsoft Fundamentals, or HDI SCA are a plus.

Responsibilities

• Serve as the first point of contact for all technology support requests via phone, ticketing system, email, and other approved channels.
• Provide friendly, professional, 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.
• Maintain accurate and complete ticket documentation within ServiceNow or other approved ITSM platforms.
• Document customer interactions, troubleshooting performed, resolutions provided, and escalation details.
• Work collaboratively with Tier II and III, Engineering, Systems, Security, EHR, and other service teams.

Skills

Customer service

Communication

Troubleshooting

Escalation management

Documentation

Team collaboration

Education

High school diploma or equivalent

Associate degree in IT (preferred)

Tools

ServiceNow

Ticketing systems

Microsoft 365

Active Directory

Job description

PACS is seeking an IT Support Tier I specialist in Salt Lake City to serve as the frontline for technology support requests. You will document issues, perform basic troubleshooting, and escalate complex problems to Tier II while keeping users updated on progress.

The role emphasizes strong customer service, communication, and adherence to defined support procedures. Knowledge of Microsoft 365, Windows/macOS, and ITSM workflows is preferred. Competitive hourly pay for this on-site position.