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Sr Help Desk Technician in Salt Lake City, UT at Franklin Covey Careers

Date Posted: 2/5/2018

Job Snapshot

Job Description

Title:  Help Desk Technician

Reports to:  IT Leadership

Company Information

FranklinCovey is a global company specializing in performance improvement. We help organizations achieve results that require a change in human behavior. Our expertise is in seven areas: Leadership, Execution, Productivity, Trust, Sales Performance, Customer Loyalty, and Education. Our mission statement is “We enable greatness in people and organizations everywhere”.  We fulfill this mission by hiring “Achievers with Heart”. 

Job Summary

The Help Desk Technician investigates, diagnoses, and resolves incidents that are raised by end user employees. The Help Desk Technician performs high level local desktop support for onsite personnel as well as remote support using remote control tools. This individual relies on experience and judgment, as well as pre-established processes and procedures to identify, research, and resolve technical issues. The Help Desk Technician documents, tracks and monitors issues escalated to him/her to ensure a timely resolution. The Help Desk Technician coordinates with corporate management, IT personnel, and vendors as required to address issues related to existing IT systems and implementations of new IT technologies. This individual will collaborate with peers to discuss and identify solutions.

Essential Job Functions

  • Performs onsite installation or replacement of various hardware and software components.
  • Performs diagnostic testing and analyzes test results in order to resolve the issue.
  • Troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, telecom, and the network.
  • Triage trouble tickets.
  • Verify with the customer that the issue has been resolved and update the ticketing system.
  • Interface with infrastructure and development personnel.
  • Communicate the plan, progress, and issues in a timely manner.
  • Initiates escalation as appropriate to ensure management awareness of high impact outages.
  • Actively contributes to ongoing process improvement.
  • Performs other duties or special projects as assigned.
  • Ability to complete multiple simultaneous projects in a timely manner.
  • Determines root cause of problems and identifies workarounds or permanent fixes.
  • Ensures workarounds and permanent fixes are documented and communicated to team members.
  • Maintains IT equipment and supply inventories to ensure critical parts and supplies are in place to maintain systems with limited downtime.
  • Other duties as directed by IT leadership.

 

Job Requirements


3-5 years’ experience in an IT technical support position.

Demonstrated experience installing and supporting PCs, laptops, Mac’s, printers, and telecommunication equipment.

Demonstrated experience installing and supporting Windows, Office, Mac OSX, and other desktop related applications.

Outstanding customer service skills and well developed communication skills – oral, written and listening.

Proven ability to keep up to date with the latest IT technologies.

Must have excellent interpersonal and motivation skills.

Ability to work independently and in a dynamic environment.

Strong organizational skills and ability to prioritize.

PC Imaging experience is a plus.

Physical demands of the job include lifting monitors and computers, bending, twisting, crawling under desks to connect cables and pushing carts loaded with equipment. Requires the ability to lift up to 40 pounds

Visit our website at www.franklincovey.com for more information regarding our organization.


FranklinCovey is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

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We are an Equal Opportunity Employer/Veterans/Disabled
FranklinCovey is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.