The Help Desk Tier I technician is responsible for providing technical assistance and support related to computer systems, hardware, or software. The technician responds to phone calls, tickets, chat and walk-ups to resolve problems and implement solutions. You will work closely with your peers and be part of a fantastic team. When you encounter issues that extend beyond Tier I, you will need to escalate and work with the appropriate teams to resolve them.

DUTIES & RESPONSIBILITIES:

• Desktop maintenance throughout the lifecycle of equipment (Procure, deploy, inventory, manage, protect and disposal.)
• Managing the Jira service desk tickets and meeting the SLAs defined by the business.
• Supporting the 24/7 nature of the company by working weekends, holidays, and events, as well as taking shifts on the on-call rotation.
• Communicating with computer users on the status of issues and understanding their technology needs.
• Installing computer images in compliance with the company policy.
• Exceeding the expectations of all end users while resolving their technology issues.
• Troubleshooting all technology related problems and bringing the issues to a successful and timely resolution.
• Training staff in proper procedures and appropriate use of systems, software and hardware to ensure conformity, stability and simplicity.
• Assist the Help Desk Manager in maintaining proper expenses for IT Equipment and services.
• Consolidate and simplify any systems and processes where it makes business sense and where efficiencies can be gained. 
• Support the building of a diverse culture that enriches the lives of our employees, customers, partners and communities. 
• Embrace a culture of inclusion where guests and team members feel welcomed, valued and heard.
• Operate with an emphasis on safety for employees, teams, and guests. 
• Protect the reputation of the company.
• Exemplify the Utah Jazz mission and values: transparency, all in, community obsessed, one team, and scrappy
• Accept other duties, as assigned.

COMPETENCIES:

• Cultivates innovation – Creates new and better ways for the organization to be successful.
• Communicates effectively – Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.
• Manages complexity – Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
• Strategic mindset – Sees ahead to future possibilities and translates them into breakthrough strategies.
• Tech savvy – Anticipates and adopts innovations in business-building digital and technology applications.
• Interpersonal savvy – Relates openly and comfortably with diverse groups of people.

QUALIFICATIONS:

• CompTIA A+ Certification or the ability to obtain certification within 180 days of employment
• Previous help desk environment experience preferred
• Proficiency with MAC and IOS computers preferred
• Experience with ticketing systems and Help Desk tools preferred
• Highly organized to keep Help Desk tickets up to date and closed out in a timely manner
• Experience in hardware, software, and basic network troubleshooting are preferred
• Previous customer service experience required
• Ability to handle confidential information in an appropriate manner
• Ability to gauge the team member’s technical comprehension and communicate with them in appropriate technical or non-technical language
• Ability to work both independently and in a team setting is required.

PHYSICAL DEMANDS:

• This person must be able to communicate and express themselves both written and verbally.
• This person must be able to observe, inspect, estimate and assess.
• This person must be able to sit, stand, bend, walk, and climb stairs for long periods of time.
• This person must be able to lift 50 lbs.

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 at [email protected] 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.