IT Help Desk Technician

About us

AnchorSix is a Managed IT Service Provider headquartered in American Fork, Utah with additional offices in Salt Lake, and Phoenix, Arizona. We are looking to fill a customer facing technical position in both Utah county over the next 30 days.

CUSTOMER SERVICE

• Providing a first point of contact for customers through our Helpdesk, be that via phone, email or ticket
• Provide our Client with On-site Support, for Workstation, Printer, Network, Server and Phone Support

• Delight our Clients with a Friendly, Quick and Helpful Experience

• Provide the Client with basic remote troubleshooting

USE OF OUR TICKETING SYSTEM

• Use our Ticketing System to work on and resolve Helpdesk Tickets & Service Requests
• Managing and recording all work though our Ticketing System
• Ensure that Client Documentation is well maintained
• Split tickets that have several issues into their own individual ticket
• Make sure that tickets aren’t “stale” throughout the process

USE OF OUR MONITORING & MANAGEMENT TOOL

• Review RMM dashboard and apply remediation actions as indicated by our Processes
• Review regularly scheduled/automated actions as indicated by our Processes

PROJECT WORK

• From time to time the projects team will need additional resource to help deliver projects either on-site or remotely. When opportunities arise the IT Help Desk Technician may be required to help with project delivery

COMMUNICATION, REPORTING & RISK

• Escalate tickets that require Senior Helpdesk Engineer support
• Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
• Submit Timesheets & Expense reports as indicated on their SOPs
• Identify, Communicate and Mitigate potential risks to the Service Delivery Manager and Clients

TEAM WORK

• Follow the schedule provided by the Service Delivery Manager or Service Coordinator / Dispatcher
• Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
• Follow all our Security Procedures and Keeping a Vigilant Eye for Security Issues
• Identify opportunities for improvement and make constructive suggestions for change
• Contribute to the process of innovative change effectively
• Undertake other duties as required by the Service Delivery Coordinator, Service Delivery Manager or CTO'

Job Type: Full-time

Pay: $35,000.00 - $55,000.00 per year

Benefits:

• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday
• On call

Education:

• High school or equivalent (Preferred)

Experience:

• Windows: 1 year (Preferred)
• Help desk or Customer Service: 1 year (Preferred)

Work Location: Multiple Locations