IT Support Technician

At First Step House, "We help people build lives of meaning, purpose, and recovery," and we are dedicated to this mission.

We are hiring a full time IT Support Technician in Salt Lake City, Utah

The Helpdesk Technician provides frontline technical support to end-users across the organization, ensuring reliable and efficient use of hardware, software, and network resources in day-to-day operations. This entry-level role is ideal for a Computer Science student seeking hands-on experience while completing their degree or new Information Technology professionals. The technician plays a critical role in minimizing user downtime, resolving issues quickly and courteously, and enabling employees to focus on their core responsibilities, directly contributing to overall organizational productivity and employee satisfaction.

• Salary: $26.18 – $28.85 per hour
• Schedule: Friday– Saturday| 8 AM – 5 PM

Our full-time benefits include:

• Robust paid time off program with enhanced benefits as you grow with us
• 15 paid holidays annually, including your birthday
• 401(k) employer matching (up to 5%)
• Opportunity for annual merit increase and annual bonus
• Medical, Dental, Vision, Life Insurance

Education and Experience:

• Previous helpdesk, technical support, or IT-related internship experience preferred but not required
• CompTIA A+, Network+, Microsoft 365 Fundamentals, or similar certification preferred but not required

Requirements:

• Must have strong interpersonal skills, including the ability to listen carefully, explain technical concepts in simple terms, and maintain a positive attitude with frustrated users
• Must have excellent verbal and written communication skills
• Must be organized, able to follow instructions precisely, and manage time effectively
• Must have the ability to work accurately under pressure with high attention to detail
• Must have working knowledge of Microsoft 365 suite and basic Active Directory/Entra ID administration
• Must understand core networking concepts (TCP/IP, DNS, DHCP, Wi-Fi, VPN, VLAN, ACLs, etc.)
• Must be comfortable learning and using ticketing systems, remote-support tools, and basic diagnostic utilities

Duties include but not limited to:

• Provide prompt and professional first-level technical support via phone, email, chat, ticketing system, or in-person for hardware, software, and connectivity issues
• Troubleshoot and resolve common end-user problems on Windows and IOS devices (e.g., slow performance, application errors, peripheral issues)
• Assist users with Microsoft 365 applications and services (Outlook, Teams, OneDrive, SharePoint, Word, Excel, PowerPoint, etc.)
• Perform basic user administration in Microsoft 365 Admin Center and Active Directory/Entra ID (create accounts, reset passwords, assign licenses, manage groups)
• Diagnose and fix basic networking issues including wired/wireless connectivity, VPN, printer setup, IP conflicts, and DNS/DHCP problems
• Accurately log, track, update, and close support tickets in the organization's ticketing system
• Escalate complex or unresolved issues to senior IT staff while keeping users informed of progress
• Create and maintain simple knowledge-based articles and user self-help guides
• Assist with new user onboarding (equipment setup,