Job Description

The Tier 1 Service Desk Technician is an entry-level IT support role responsible for providing first-line technical assistance to employees. This position supports day-to-day technology needs, including user accounts, laptops and desktops, Windows and macOS devices, Google Workspace, Slack, Zoom, printers, basic network connectivity, and common hardware or software issues across locations. Locations include South Town Mall, practice facilities and construction sites, Zion Bank Basketball Campus, Delta Center, and others sites needed.

The ideal candidate is customer-focused, dependable, eager to learn, and comfortable troubleshooting basic technical problems while following documented procedures and security protocols.

DUTIES & RESPONSIBILITIES:

• Support & Ticketing: Serve as the first point of contact for IT support requests via ticketing system, email, chat, phone, or in-person support. Ensure all work is logged with clear, concise notes for both the user and future troubleshooting.
• Troubleshooting: Resolve basic issues with laptops, desktops, monitors, printers, peripherals, Wi-Fi, VPN, and internet connectivity.
• Software Support: Assist users with Google Workspace, including Gmail, Drive, Calendar, Docs, and Sheets, as well as Slack and Zoom setup and troubleshooting.
• Identity & Access: Perform password resets, account unlocks, and MFA support. Verify user identity before performing sensitive tasks to support security compliance.
• Hardware Deployment: Set up, deploy, and maintain employee computers and related equipment.
• Onboarding/Offboarding: Assist with employee transitions, including device preparation and account lifecycle management.
• Escalation: Identify complex issues and escalate to senior IT staff or outside vendors when appropriate, ensuring a warm handoff.
• Documentation: Follow IT procedures and security policies. Help identify recurring issues and contribute to knowledge base documentation.
• Infrastructure: Assist with basic network cabling tasks, including terminating Ethernet cables, labeling cables, and organizing workstation or network closet connections.
• Inventory: Maintain accurate inventory records for hardware, peripherals, and accessories.

REQUIRED QUALIFICATIONS:

• High school diploma or equivalent.
• Strong customer service and verbal/written communication skills.
• Basic understanding of Windows and macOS environments.
• Familiarity with mobile devices, printers, and common office technology.
• Ability to troubleshoot simple hardware, software, and connectivity issues.
• Comfortable learning new systems and following documented procedures.
• Dependable, organized, and able to manage multiple support requests.
• Willingness to learn basic network cabling and other hands-on IT support tasks.

PREFERRED QUALIFICATIONS:

• Experience supporting Google Workspace, Slack, and Zoom in a professional environment.
• Prior experience using a ticketing system such as Jira, Zendesk, or ServiceNow.
• Basic understanding of networking concepts such as Wi-Fi, Ethernet, IP addresses, DNS, and DHCP.
• Experience terminating Ethernet cable, including RJ45 connectors, or comfort with hands-on technical tasks.
• CompTIA A+, Network+, Google IT Support Certificate, or similar training is a plus.

COMPETENCIES:

• Customer Service Mindset - A genuine desire to help others and solve problems.
• Patience - The ability to remain professional and calm with non-technical users.
• Security Consciousness - Understanding the importance of data privacy and identity verification.
• Attention to Detail - Precision in documentation and hardware organization.
• Team Collaboration - A reliable teammate who shares knowledge and helps others.

PHYSICAL REQUIREMENTS:

• Ability to lift and move computer equipment, monitors, and printers up to 50 lbs.
• Ability to work in confined spaces, such as under desks or in network closets, as needed.
• Manual dexterity required for cabling, hardware repairs, and equipment assembly.

The Utah Jazz provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Note: The need may arise to revise, supplement, or rescind portions of this job description, and the Utah Jazz reserves the right to do so at any time. Employees shall be required to meet the qualifications and perform the duties of any revised job description.