Tech Support Specialist - West Valley City, United States - Franklin Covey
Description
Location:
Tech Support Specialist in Salt Lake City, UT at Franklin Covey Careers **Location:**
**Experience:**
Not Specified **Job Description**
**Title: Tech Support Specialist**
**Reports to: Tech Support Manager**
**Location: Hybrid - Salt Lake City, UT**
**Job Summary**
Our Tech Support Specialist investigates, diagnoses, and resolves incidents raised by end-user employees. This position performs high-level local desktop support for onsite personnel as well as virtual 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. Specialists coordinate with corporate management, IT personnel, and vendors as required to address issues related to existing IT systems and implementations of new IT technologies.
**Essential Job Functions**
Performs onsite installation or replacement of various hardware and software components.
Performs onsite and remote diagnostic testing and analyzes test results in order to resolve the issue.
Triage, troubleshoot and resolve trouble tickets related to technical difficulties with hardware, software, telecom, and the network
Manage 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; documents and communicates findings to other team members
Maintains IT equipment and supply inventories to ensure critical parts and supplies are in place to maintain systems with limited downtime.
**Job Requirements**
1-3 years experience in an IT technical support position.
Technical aptitude.
Outstanding customer service skills and well developed communication skills oral, written and listening.
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.
Jira Service Desk experience 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
**Preferred but willing to train:**
Experience installing and supporting PCs, laptops, Macs, printers, and telecommunication equipment.
Experience installing and supporting Windows, Office, Mac OSX, and other desktop related applications.
Experience supporting Zoom, Teams, and WebEx.
**Company Information**
(NYSE: FC) is a global, public company, specializing in organizational performance improvement. We help organizations achieve results that require lasting changes in human behavior. Our world-class solutions enable greatness in individuals, teams and organizations and are accessible through the FranklinCovey All Access Pass available in multiple modalities and in 21 languages. Clients have included the *Fortune 100, Fortune 500*, thousands of small- and mid-sized businesses, numerous government entities, and educational institutions. FranklinCovey executes over 15,000 client engagements each year reaching into 160 countries and territories. Our mission statement is We enable greatness in people and organizations everywhere. We fulfill this mission by hiring Achievers with Heart.
Visit our website at 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 sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.*
*Please* *for additional information regarding our Equal Employment Opportunity policies.*
*Please for our Reasonable Accommodation Notice and Pay Transparency Nondiscrimination Provision.*