Service Desk Technician II

AleraCare Holdings, LLC; Sandy (UT); On-site; USD 32,000 - 37,000; Full time

Benefits offered by this job

Competitive hourly rate

401(k) Matching

Health, Vision, and Dental Insurance

Over 20 days of paid time off

Job summary

Pure Infusion, based in Sandy, Utah, seeks a Service Desk Technician II to provide advanced end-user IT support and expert incident resolution.

You will assist with Tier 1 troubleshooting, manage tickets, and participate in IT projects while delivering a high-quality customer experience. The role emphasizes documentation and knowledge sharing, with a Monday–Friday schedule and competitive pay.

Qualifications

• 3–4 years of experience in a help desk, service desk, desktop support, or technical support role preferred.
• Strong working knowledge of Windows and/or macOS operating systems.
• Experience with Active Directory, Microsoft Entra ID, email platforms, and common business applications.
• Knowledge of networking concepts (TCP/IP, DNS, DHCP, VPN, Wi-Fi).
• Ability to troubleshoot complex issues and guide Tier 1 technicians.

Responsibilities

• Troubleshoot and resolve advanced issues on Windows/macOS, business apps, hardware, networking, and peripherals.
• Provide support via phone, Teams, email, remote tools, or in person.
• Escalate and resolve incidents with proper documentation.

Skills

Windows/macOS support

Active Directory

Microsoft Entra ID

VPN & networking basics

End-user ticketing

Customer service

Troubleshooting complex issues

Tools

Active Directory

Microsoft Entra ID

Endpoint management

VPN

Job description

Pure Infusion is a fast-growing healthcare company and a leader in chronic-condition infusion therapy. We deliver a personalized, private, and meaningful infusion experience for patients who often need ongoing care and consistency. Pure Infusion has been recognized as one of Utah's fastest-growing companies, and we believe that growth is a reflection of our people, purpose, values, and patient-first culture.

Our Core Values

People-Obsessed

We care deeply about patients, teammates, referring providers, and every person who interacts with Pure Infusion.

Relentlessly Improving

We look for ways to make every visit, every process, and every interaction better than it was yesterday.

We are willing to challenge old healthcare assumptions and build a better model for patients and teams.

Grateful

We serve with humility, appreciate the people around us, and believe gratitude should turn into action.

Schedule and Benefits Snapshot

Our regular hours are generally Monday through Friday, 8 a.m. to 5 p.m., with most weekends and holidays off. In addition to a competitive hourly rate, we offer:

• Competitive hourly rate
• 401(k) Matching
• Health, Vision, and Dental Insurance
• Over 20 days of paid time off annually
• One paid community service day each year to give back in a way that matters to you, either with your clinic, with the corporate team, or through a community cause you personally care about

Position Summary

The Service Desk Technician II serves as an advanced point of contact for end-user IT support. This Tier 2 role focuses on resolving more complex technical issues, supporting Tier 1 technicians, delivering a high-quality customer experience, and ensuring timely resolution or appropriate escalation of incidents. The position is ideal for experienced IT support professionals looking to expand their technical expertise while taking greater ownership of troubleshooting, incident resolution, service desk operations, and IT projects.

Key Responsibilities

Technical Support

• Troubleshoot and resolve advanced issues related to Windows and macOS operating systems, standard business applications, hardware, networking (LAN/WAN, VPN, Wi-Fi), and peripherals (printers, phones, mobile devices).
• Provide support via phone, Microsoft Teams chat, email, remote tools, or in person.
• Investigate and resolve technical issues escalated from Tier 1 technicians.

Incident Management & Ticket Management

• Answer, log, track, and manage incidents and service requests using the ticketing system.
• Prioritize requests according to defined service levels and business impact.
• Maintain clear, accurate, and concise ticket documentation.
• Confirm issue resolution with users prior to ticket closure.
• Take ownership of complex or escalated incidents through resolution or appropriate escalation.

User & Device Administration

• Perform password resets, account unlocks, account creation, permission changes, and user administration using Active Directory, Microsoft Entra ID, or similar identity management tools.
• Assist with workstation deployment, hardware troubleshooting, software installations, device configuration, and endpoint management.
• Troubleshoot user access, authentication, Microsoft 365, and device-related issues.

IT Projects

• Participate in and assist with IT projects, including hardware and software deployments, system upgrades, migrations, site implementations, and technology rollouts.
• Complete assigned project tasks while balancing daily service desk responsibilities and support requests.
• Work with other IT team members and departments to coordinate project activities, testing, implementation, and end-user support.
• Identify opportunities to improve existing systems, processes, and technologies through project work and day‑to‑day support experience.

Documentation & Knowledge Management

• Creating and updating knowledge base articles and technical documentation for recurring issues, troubleshooting procedures, service desk processes, and IT projects.

Escalation & Collaboration

• Serve as an escalation point for Tier 1 technicians and assist with troubleshooting more complex technical issues.
• Identify issues outside Tier 2 scope and elevate to appropriate IT resources with thorough documentation of troubleshooting steps already taken.
• Collaborate with IT team members to identify recurring issues, improve support processes, and support service desk goals and continuous improvement.
• Provide technical guidance and knowledge sharing to Tier 1 technicians as needed.

Required Knowledge and Skills

Technical & Problem Solving

• Strong working knowledge of Windows and/or macOS operating systems.
• Working knowledge of Microsoft 5, Microsoft Entra ID, Active Directory, email platforms, and common business applications.
• Strong understanding of hardware, peripherals, endpoint troubleshooting, and networking concepts including TCP/IP, DNS, DHCP, VPN, and Wi‑Fi.
• Ability to independently troubleshoot complex technical issues, identify root causes, and determine appropriate solutions.
• Ability to work with endpoint management, remote support, and identity management tools.

Customer Service & Communication

• Strong verbal and written communication skills.
• Ability to explain technical concepts in clear, user-friendly language.
• Patient, service-oriented approach with a focus on user satisfaction.
• Ability to effectively communicate with both technical and non-technical users.

Organize & Work Style

• Strong attention to detail, particularly in ticket documentation.
• Ability to manage and prioritize multiple requests, escalations, and project responsibilities in a fast‑paced environment.
• Ability to work effectively both independently and as part of a team.
• Ability to take ownership of technical issues and drive them through resolution.
• Ability to assist and mentor Tier 1 technicians through troubleshooting and knowledge sharing.
• Ability to manage assigned project tasks, meet deadlines, and communicate progress or potential roadblocks.

Education/Licensure/Technical Requirements

• 3–4 years of experience in a help desk, service desk, desktop support, or technical support role preferred in recent positions.
• Previous experience providing Tier 2 support or handling escalated technical issues preferred.
• Experience supporting Microsoft 5, Active Directory, Microsoft Entra ID, endpoint devices, and business networking environments preferred.
• Experience participating in IT projects, deployments, migrations, upgrades, or other technology initiatives preferred.

The pay range for this role is:

23 - 27 USD per hour (Sandy HQ)