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KēSTA I.T is actively seeking a IT Help Desk for an immediate contract engagement with our client.
Job Description:
We Are Seeking an experienced IT Help Desk professional to provide Tier 1 technical support to employees, partners, and end users. This position will be responsible for receiving, logging, categorizing, prioritizing, troubleshooting, and resolving technical incidents and service requests while ensuring issues are appropriately documented and escalated when necessary. The ideal candidate will have strong troubleshooting and customer-service skills, experience with service administration and ticketing systems, and the ability to provide timely technical assistance for workstation hardware, software, applications, and related technology.
Responsibilities:
· Provide Tier 1 technical support to end users through phone, email, and other designated support channels.
· Receive, log, categorize, prioritize, and track incidents and service requests within the organization's ticketing system.
· Perform initial diagnosis and troubleshooting to determine the appropriate resolution or whether escalation is required.
· Investigate reported hardware, software, workstation, application, connectivity, and other technical issues using established procedures and support resources.
· Apply approved resolutions and workarounds to restore end-user functionality as quickly as possible.
· Fulfill predefined and approved service requests in accordance with established processes and procedures.
· Monitor open tickets and service requests to ensure timely resolution and escalate issues to appropriate technical teams when necessary.
· Document troubleshooting steps, findings, resolutions, and other relevant information accurately within the ticketing system.
· Maintain established service-level agreements, response standards, productivity metrics, and support performance expectations.
· Assist with the installation, configuration, maintenance, and troubleshooting of software, workstations, hardware, and related technology.
· Serve as a technical resource for users experiencing issues with workstations, applications, hardware, software, and other supported technologies.
· Coordinate and follow up with hardware maintenance vendors and other external support providers to ensure issues are resolved within established timeframes.
· Assist with the implementation and use of technology, automation, applications, and related initiatives.
· Participate in meetings, technical training, application training, and policy or procedure sessions as required.
· Maintain current knowledge of supported applications, hardware, software, troubleshooting procedures, and service-desk processes.
· Communicate clearly and professionally with end users while gathering information, explaining technical solutions, and providing status updates.
· Escalate complex, recurring, or unresolved technical issues according to established functional and hierarchical escalation procedures.
· Perform additional technical support and special assignments as required.
Required Skills
· 2–3+ years of previous Tier 1 IT Help Desk experience.
· 2–3+ years of IT troubleshooting experience.
· 2–3+ years of Service Administration experience.
· Associate’s degree in Information Technology, Computer Science, or a related technical field.
· Strong knowledge of fundamental IT troubleshooting methodologies and technical support practices.
· Experience troubleshooting workstation hardware, software, operating systems, applications, and peripheral devices.
· Experience using ticketing or service-management systems to log, track, document, prioritize, and resolve incidents and service requests.
· Strong customer-service skills with the ability to communicate effectively with technical and non-technical users.
· Ability to perform initial incident diagnosis, identify appropriate resolutions, and determine when escalation is necessary.
· Strong documentation skills and attention to detail when recording technical issues and resolutions.
· Ability to manage multiple support requests while maintaining established response times and service-level expectations.
· Strong organizational, analytical, and problem-solving skills.
· Ability to follow established policies, procedures, technical standards, and escalation processes.
· Ability to work effectively in a fast-paced service-desk environment while maintaining professionalism and a customer-focused approach.
· IT certifications such as CompTIA A+, Cisco Routing, Security+, or SANS certifications are preferred.
· Previous first-responder IT experience involving radio or communications technology is preferred.
· Prior military experience in a radio, communications, or related technical field is preferred.
Available Benefits:
· Medical Benefits (Platinum level plans available)
· Work from home / Hybrid / Onsite options
· PTO
· Holiday Pay
· VTO
· 401K
· Charitable Match
· Training reimbursement
About KēSTA I.T.:
Our name says it all; KēSTA I.T. (Keys-to-I.T.) AND our people are our keys to our success!
KēSTA I.T. is a premier Utah-based technical staffing and consulting services firm. We specialize in temporary and permanent placement of Software, Hardware, Network, Cloud, CRM/ERP, Data, End-User support, Web and Executive / leadership-based positions on a full time and consulting basis.
If you're interested in a role where top performance is rewarded, personal time is valued, and excellence is demanded at every level we want to talk to you today!
Where do you want to go? We've got the keys! ~ KēSTA I.T.