Senior IT Help Desk Engineer - After-Hours Support

SupraNaturals, LLC; Springville (UT); On-site; USD 42,000 - 65,000; Full time

Job summary

SupraNaturals, LLC is seeking a Help Desk Engineer to provide advanced IT support and troubleshooting for end users. You will manage ticket queues, resolve issues or escalate where necessary, and assist remote clients.

The role requires strong customer service skills, solid hardware/software knowledge, and the ability to work independently as well as in a team. After-hours availability may be required in a dynamic IT environment.

Qualifications

• 1+ year of computer service or support experience.
• Excellent customer service and interpersonal communication skills.
• Expert troubleshooting and problem-solving skills.
• Excellent understanding of computer hardware and software, desktop OS, printers, phone systems, mobile devices and networking concepts.

Responsibilities

• Receives, prioritizes, responds to and resolves or escalates support requests.
• Manages support requests and ticket queues within the Service Desk ticketing system.
• Provides and manages support requests to remote clients.
• Maintains a consistent desktop environment across all managed computers.
• Docs complex problem resolutions in the IT wiki/knowledgebase.
• Provides advanced end-user training as needed and encourages use of self-help IT resources.

Skills

Customer service

Troubleshooting

Networking basics

Windows 10

macOS/Linux basics

Education

High school diploma or equivalent

Tools

IT ticketing systems

Microsoft Office

Job description

SupraNaturals, LLC is seeking a Help Desk Engineer to provide advanced IT support and troubleshooting for end users. You will manage ticket queues, resolve issues or escalate where necessary, and assist remote clients.

The role requires strong customer service skills, solid hardware/software knowledge, and the ability to work independently as well as in a team. After-hours availability may be required in a dynamic IT environment.