Desktop Support Technician

Department: Technology

Location: Salt Lake City, Utah

Compensation: $22.00 - $25.00 / hour

Description

Position Overview

As the largest slush brand in the United States, Frazil continues to break sales records. A key driver of our success is the way we leverage technology throughout our operation. We're as much a tech company as we are a slushy company, and our technology team is core to the infrastructure of Frazil operations. If you are a tech-savvy people person, Frazil may be the right team for you!

As Frazil's first Desktop Technician you will serve as the internal team's go-to for all tech concerns. Day-to-day you will provide day to day local/remote desktop support, receive inbound calls, answer questions, troubleshoot and document steps performed to resolve challenges with hardware, software and application issues in a ticketing system.

This is a fully onsite position located in Salt Lake City, UT.

Pay: $22.00 - $25.00/hourly

Key Responsibilities

• Install, troubleshoot, and repair computer systems, hardware, and computer peripherals.


• Assist maintaining parts inventory and logs all service/repair activity.


• Perform system setups for new hires and participate in New Hire Orientation onboarding sessions.


• Resolve internal user problems and ensures correct operation of company-provided equipment and computers.


• Troubleshoot connectivity issues (USB, HDMI, DisplayPort, Bluetooth, etc.).


• Maintain User Account Management: Creation, configuration, and troubleshooting of users within Office 365.


• Provide technical support for Outlook, Teams, and OneDrive.


• Perform general preventative maintenance tasks on computers, laptops, and printers.


• Perform remedial repairs on Desktops, laptops, printers and any other authorized peripheral equipment.


• Provide technical support for companywide events include monthly all-hands, leadership offsites, or company retreats.


• Use diagnostic tools to troubleshoot problems associated with network connectivity, and workstation hardware/software.


• Provide timely communication on issue status and resolution.


• Other duties as assigned.

Skills, Knowledge and Expertise

• 1-3 years in a desktop support role supporting users in a corporate environment.


• Knowledge of standard desk setups: desktops, laptops, docking stations, monitors, and peripherals (keyboards, mice, printers).


• Experience troubleshooting operating systems (Windows/macOS).


• Proficiency in diagnosing and resolving common computer hardware and software issues.


• Broad experience of IT with basic understanding of Networks, Servers, Audio/Visual, Smart Devices and Telecoms.


• Understanding of basic networking concepts: DNS, DHCP, IP addressing, and connectivity troubleshooting.


• Ability to identify and resolve issues related to local area networks (LAN), wireless networks, and internet access.


• Proven ability to multi-task, effectively determine priorities and meet SLA's.

Preferred Qualifications & Competencies

• Security Awareness: Basic understanding of endpoint security tools and best practices for IT security.


• Familiarity with endpoint management platforms like Microsoft Intune or similar tools for device configuration and policy enforcement.


• Experience with basic backup solutions for endpoints and user data.


• Experience with AWS Services.


• EC2: Basic provisioning, monitoring, and managing virtual servers.


• S3: Understanding storage configurations, data backup, and access management.

Required Soft Skills

Frazil's technology team includes a broad background in a variety of industries. While specific industry experience is not required, the key skills and behaviors you will need to be successful include:

• You are passionate about tech-service. You love technology and more than that, you love supporting others through that passion. That service mindset remains in the face of repetitive and something frustrating questions. Read: "Have you tried restarting your computer?".


• You have an innate sense of urgency. You don't like to let work sit and are quick to jump on new tasks or projects. You balance that urgency with impeccable follow through. You know that maintaining internal service levels requires both speed and quality.


• You are a natural born problem-solver. Part of what you love about tech is the opportunity to think critically and solve problems. You're not afraid to roll up your sleeves and "figure it out" but you don't get lost in the weeds. You understand he opportunity cost between solving the problem and maintain operational efficiency.


• You have exceptional communication and follow-up. You are a natural born communicator and are comfortable communicating complex technical in writing, over the phone, and in person (even to non-tech teams).


• You are a relationship builder, both internally and externally. You are friendly build rapport through active listening, professionalism, and delivering as promised.


• You have a passion for the details. You enjoy task-based work and can handle lots of "little things" while maintaining accuracy and output.


• You know how to manage your time, and to ask for help when you need it.


• You are comfortable giving and receiving feedback. You enjoy sharing ideas and ways to improve team processes as well as individual performance.


• You are comfortable in ambiguity. Frazil is growing and every day we are faced with new opportunities and challenges. You are motivated by learning and feel comfortable trying things that are new or unfamiliar.

Benefits

As a full-time employee you will be eligible for Frazil's full benefit package include Medical, Dental, Vision, Supplemental Plans, Life & Disability, Paid Time Off, Company Holidays, and more!