Tier 1 Helpdesk Support Technician @ MSP

qnectU IT Services Utah; Sandy (UT); On-site; USD 25,000 - 33,000; Full time

Job summary

qnectU IT Services Utah is seeking a customer-focused IT helpdesk professional. You will interact with clients, troubleshoot common hardware, software, and connectivity issues, and document resolutions.

The role blends remote and on-site support at the Sandy, UT HQ, with a strong emphasis on clear communication and ownership. Ideal candidates are curious, patient, and eager to learn, capable of explaining technical concepts in simple terms, and able to manage tickets from start to finish while

Qualifications

• Excellent people skills and the ability to explain tech in plain language.
• Curious and persistent when diagnosing issues and learning from answers.
• Organized with strong attention to detail.
• Willingness to take ownership and escalate when needed.

Responsibilities

• Provide frontline technical support to client users.
• Troubleshoot common hardware, software, connectivity, and workstation issues.
• Manage service tickets from review through resolution or escalation.
• Keep clients updated and document resolutions in notes.
• Follow qnectU standards, procedures, and documentation.
• Assist with onboarding/offboarding and equipment deployments.

Skills

People skills

Communication

Curious mindset

Problem solving

Ownership

Tools

Microsoft 365

Job description

That gets our attention

We are looking for someone who is:

• Friendly and comfortable talking to people.
• Curious enough to dig into a problem instead of immediately giving up.
• Able to explain things without making someone feel dumb for asking.
• Organized enough to keep track of what they are working on.
• Humble enough to ask for help.
• Motivated enough to actually learn from the answer.
• Excited about developing a real career in IT.

If that sounds like you, keep reading.

What You’ll Actually Be Doing

You’ll be one of the first people our clients interact with when technology decides not to cooperate.

• A password stops working.
• Outlook is doing something weird.
• A printer has apparently chosen violence.
• Someone can’t connect to the VPN.
• A new employee needs their computer set up before Monday morning.
• A workstation suddenly thinks Wi‑Fi is optional.

You’ll work with users to understand what is happening, troubleshoot the issue, fix what you can, and make sure anything you cannot resolve gets to the right person with useful information.

Some days you’ll spend most of your time helping people remotely from our office. Other days you may be preparing computers, configuring equipment, helping with hardware, or heading to a client location when something needs hands‑on attention. You will see a lot of different technology, a lot of different businesses, and a lot of different IT problems.

You will not be bored, but you definitely need to have people skills.

Our clients might be frustrated, stressed, confused, busy, or convinced that their computer is out to get them.

You need to be able to meet them where they are.

That means:

• Listening before jumping to conclusions.
• Asking good questions.
• Staying patient when someone does not understand the technology.
• Explaining what is happening in normal human language.
• Keeping people updated.
• Making sure they feel like somebody actually owns their problem.

You can be technically brilliant and still be terrible at IT support. We want someone who can become great at both.

When you run into something unfamiliar, your first instinct should not be:

“I don’t know. Someone else can handle it.”

There is nothing wrong with escalating something you do not yet know how to solve. There is a problem if you encounter the same issue five times and never learn how it was fixed.

That’s why you’ll work alongside more experienced technicians and learn from real problems—not just training videos. As you grow, we expect the problems you can solve independently to grow too.

What We’re Looking For

Technical experience is helpful, but for this role we care just as much—if not more—about the person behind it.

You’ll probably do well here if you:

• Genuinely enjoy helping people.
• Communicate easily with different personalities.
• Are naturally curious.
• Like figuring out why something is not working.
• Can stay calm when someone else is frustrated.
• Take ownership instead of waiting for someone to chase you.
• Pay attention to details.
• Are comfortable admitting when you do not know something.
• Actually remember what you were taught.
• Take feedback well.
• Enjoy learning.
• Can work independently but also know when to involve the team.
• Want to build your technical skills instead of staying comfortable forever.
• Help friends and family fix their computers so often that they have basically turned you into unpaid tech support.
• Spend your own time learning how technology works just because you find it interesting.

We care less about whether you learned something in a classroom, at a previous job, or at 1:00 AM because you refused to let a computer win.

We care whether you are curious, capable of learning, and willing to put in the effort.

What You’ll Be Responsible For:

• Providing frontline technical support to client users.
• Troubleshooting common hardware, software, Microsoft 365, connectivity, and workstation issues.
• Working assigned service tickets from initial review through resolution or appropriate escalation.
• Communicating with clients throughout the support process.
• Maintaining accurate ticket notes and time entries.
• Following qnectU technical standards, procedures, and documentation.
• Reviewing existing documentation before performing unfamiliar procedures.
• Updating or creating documentation when information is missing or outdated.
• Escalating issues with useful troubleshooting information.
• Reviewing escalated resolutions to improve your own technical knowledge.
• Preparing and configuring workstations and other equipment.
• Assisting with user onboarding and offboarding.
• Supporting workstation replacements and equipment deployments.
• Providing appropriate onsite support when required.
• Maintaining accurate asset and configuration information.
• Following security and identity‑verification procedures.
• Participating in training, coaching, and team meetings.
• Continually developing your technical skills.

If you read this list and thought:

“I don’t know how to do all of that.”

Good.

We did not write this expecting you to.

If you are good with people, curious about technology, willing to troubleshoot, comfortable asking questions, and excited to become better than you are today, we would much rather talk to you than someone who checks every technical box but does not know how to connect with the person sitting on the other side of the computer.

Bring your friendly personality, we can help you learn the technology.

• $18-24 per hour, depending on experience, certifications, and what you bring to the role.
• Hours: 8:00 am – 5:00 pm, Mon‑Fri
• This position works primarily from the qnectU headquarters in Sandy, UT.
• Must have a valid driver's license and clean driving record.

Equal Opportunity Employer

qnectU is an equal opportunity employer. We welcome and encourage applicants from all backgrounds.