It Support Technician

*Full Time - - M-F 10a-6p*

*$19.00 to $23.00 per hour*

Non-Remote, Located in Orem, Utah

Chrysalis is a company that provides a variety of support services primarily for people with intellectual disabilities, acquired brain injuries, and/or autism spectrum disorder.  This position focuses on providing helpdesk support for information technology needs and access for all users in the company’s IT environment. The helpdesk supports hundreds of users, in multiple offices located throughout the company.  The IT Support Technician’s role is to assist in addressing IT issues that Chrysalis technology users have by understanding their concerns, assisting in creating resolutions, and providing a positive experience for users at all levels of the organization.

Essential Duties and Responsibilities:

• Professionally receive and respond to requests/tickets from users via instant message, email, phone, or online helpdesk.
• Demonstrate good public relations, customer service skills, and ensure a positive experience for end users.
• Perform initial troubleshooting ensuring prompt response, distribution, and/or resolution to all requests/tickets.
• Provide remote-access support where needed.
• Resolve tickets that are created in the company’s ticketing system.
• Assist in managing and maintaining the company’s IT inventory.
• Create and manage user accounts along with proper permissions in Active Directory, Microsoft 365, Salesforce, gas PINs, Azuga, SpotX, and all other systems the company uses.  This includes deactivating accounts as users leave the company.
• Ensure new desktops, laptops, and other IT equipment are set up according to company protocols and standards.
• Support initial troubleshooting of company printers.
• Perform minor hardware maintenance and checks on computers and other devices.
• Educate users on company equipment and systems, as needed or as assigned.
• Create training tutorials for end users about how to use company equipment and systems.
• Be willing to increase aptitude and continually learn new IT-related skills.
• Be available on-call in accordance with the IT on-call schedule.
• Be punctual and consistent in regular attendance at the worksite.  Employee must adhere to their workplace schedule in order to ensure proper support for company users.   While some flexibility with the workplace schedule exists, time off must be scheduled ahead of time for coverage reasons. 
• Perform other duties as assigned by the IT Director.

Minimum Requirements & Qualifications:

• At least 1 year of IT support experience or equivalent education.
• Familiarity with Microsoft 365 Administration.
• Minimum of 18 years of age.
• Pass a criminal background check.
• Pass a drug test.
• Possess the ability to speak, read and write effectively in English.

Physical Demands and Work Environment:

The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical demands: While performing the duties of this job, the employee is required to sit, type, talk and hear; use hands and fingers to feel and handle objects; reach with arms, bend over, stoop, and/or crouch. Occasionally the employee is required to walk or stand and lift and/or move up to 30 pounds.

Work environment: While performing the duties of this job, the employee may spend up to 100 percent of their time in an office environment.  It is an indoor, environmentally controlled room.  Occasionally, the employee also may be exposed to other environments including other office buildings, data centers, and day programs.  In those settings, the employee may occasionally be exposed to individuals who engage in aggressive behavior and may come into contact with blood, salvia, and/or OPIM.

This position description is intended to provide some guidelines for job expectation and the employee’s ability to perform the position described. This document does not represent a contract of employment and Chrysalis reserves its right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.

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