What are the responsibilities and job description for the Service Desk 1.5 position at Kforce Technology Staffing?
Job Details
RESPONSIBILITIES:
Kforce has a client that is seeking a Service Desk 1.5 in Salt Lake City, UT.
Summary:
We are seeking a proactive and customer-focused Tier 1.5 Desktop Support Technician to provide exceptional technical support to our users. In this role, you will handle 20 to 40 support incidents daily, both remotely and in person, ensuring timely issue resolution. You will actively walk around the office, engaging with employees to identify and resolve IT issues before they escalate. The ideal candidate has strong troubleshooting skills, an 80% first-call resolution rate, and a passion for delivering elbow-to-elbow technical support.
Key Responsibilities:
* Provide first-level and some second-level technical support for desktops, laptops, and applications
* Handle incoming calls, walk-ups, and remote support incidents efficiently
* Walk around the office proactively, assisting users and addressing IT concerns in real time
* Troubleshoot and resolve issues related to Windows 11, Office 365, Active Directory, and network connectivity
* Utilize ScreenConnect and other remote support tools to diagnose and resolve technical issues
* Perform account management tasks in Active Directory (password resets, account unlocks, permissions, and group policies)
* Ensure 80% first-call resolution by leveraging strong troubleshooting skills
* Provide exceptional customer service, maintaining professionalism and a user-friendly approach
* Document all support activities in the ticketing system, ensuring accurate records of incidents and resolutions
* Assist in setting up and configuring hardware and software for new employees
* Collaborate with Tier 2 and Tier 3 support teams for escalations when necessary
* Educate users on best practices and IT security policies
REQUIREMENTS:
* Minimum 2 years of experience supporting PCs and users in a Windows network environment
* Experience working in an IS/IT support organization
* Strong knowledge of Active Directory (user and group management)
* Hands-on experience with Windows 11, Office 365, and ScreenConnect
* Familiarity with PC hardware, peripherals, printers, and common software applications
* Understanding of LAN/WAN networking fundamentals and how they interact with end-user devices
* Strong troubleshooting skills and ability to resolve issues efficiently
* Excellent customer service skills with a focus on user satisfaction
* Ability to handle a high volume of support incidents while maintaining quality service
* Strong verbal and written communication skills
Preferred Qualifications:
* Certifications such as CompTIA A , ITIL, or Microsoft Certified: Modern Desktop Administrator are a plus
* Experience with IT ticketing systems and remote desktop tools
* Basic scripting knowledge (PowerShell, batch scripts) for automation
What We Offer:
* Competitive salary and benefits package
* A collaborative and engaging work environment
* Opportunities for professional growth and development
* The chance to work with cutting-edge technologies in a dynamic IT support team
If you are a proactive problem-solver with a passion for IT support and exceptional customer service, we'd love to hear from you! Apply today and become a key part of our team.
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
By clicking ?Apply Today? you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.
Kforce has a client that is seeking a Service Desk 1.5 in Salt Lake City, UT.
Summary:
We are seeking a proactive and customer-focused Tier 1.5 Desktop Support Technician to provide exceptional technical support to our users. In this role, you will handle 20 to 40 support incidents daily, both remotely and in person, ensuring timely issue resolution. You will actively walk around the office, engaging with employees to identify and resolve IT issues before they escalate. The ideal candidate has strong troubleshooting skills, an 80% first-call resolution rate, and a passion for delivering elbow-to-elbow technical support.
Key Responsibilities:
* Provide first-level and some second-level technical support for desktops, laptops, and applications
* Handle incoming calls, walk-ups, and remote support incidents efficiently
* Walk around the office proactively, assisting users and addressing IT concerns in real time
* Troubleshoot and resolve issues related to Windows 11, Office 365, Active Directory, and network connectivity
* Utilize ScreenConnect and other remote support tools to diagnose and resolve technical issues
* Perform account management tasks in Active Directory (password resets, account unlocks, permissions, and group policies)
* Ensure 80% first-call resolution by leveraging strong troubleshooting skills
* Provide exceptional customer service, maintaining professionalism and a user-friendly approach
* Document all support activities in the ticketing system, ensuring accurate records of incidents and resolutions
* Assist in setting up and configuring hardware and software for new employees
* Collaborate with Tier 2 and Tier 3 support teams for escalations when necessary
* Educate users on best practices and IT security policies
REQUIREMENTS:
* Minimum 2 years of experience supporting PCs and users in a Windows network environment
* Experience working in an IS/IT support organization
* Strong knowledge of Active Directory (user and group management)
* Hands-on experience with Windows 11, Office 365, and ScreenConnect
* Familiarity with PC hardware, peripherals, printers, and common software applications
* Understanding of LAN/WAN networking fundamentals and how they interact with end-user devices
* Strong troubleshooting skills and ability to resolve issues efficiently
* Excellent customer service skills with a focus on user satisfaction
* Ability to handle a high volume of support incidents while maintaining quality service
* Strong verbal and written communication skills
Preferred Qualifications:
* Certifications such as CompTIA A , ITIL, or Microsoft Certified: Modern Desktop Administrator are a plus
* Experience with IT ticketing systems and remote desktop tools
* Basic scripting knowledge (PowerShell, batch scripts) for automation
What We Offer:
* Competitive salary and benefits package
* A collaborative and engaging work environment
* Opportunities for professional growth and development
* The chance to work with cutting-edge technologies in a dynamic IT support team
If you are a proactive problem-solver with a passion for IT support and exceptional customer service, we'd love to hear from you! Apply today and become a key part of our team.
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
By clicking ?Apply Today? you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
