Job Title: IT Help Desk Technician
Location: Ogden, UT
Job Type: Full-time
About Us: Cubiscan is an employee-owned (ESOP) technology company that develops innovative solutions for data collection, automation, logistics, and supply chain. With our experience, we guide our customers to solutions that help them be more efficient, profitable, and environmentally responsible. At Cubiscan, every eligible employee is a beneficial owner of the company. We pride ourselves on fostering a positive and inclusive work environment where every employee is valued and can grow with the company.
Job Summary: The IT Help Desk Technician provides frontline technical support to Cubiscan employees, with a primary focus on resolving day-to-day hardware, software, connectivity, and user-access issues. This position serves as a primary point of contact for IT support requests, troubleshoots common technical problems, documents resolutions, and escalates more complex issues to senior IT personnel. As training and experience progress, the technician may assist with additional IT systems and infrastructure responsibilities to support the department's ongoing needs.
Key Responsibilities:
- Respond to employee IT support requests through phone, email, ticketing systems, remote support tools, and in-person assistance.
- Diagnose and resolve common hardware, software, operating system, printer, peripheral, and network connectivity issues, including basic Wi-Fi, wired network, and VPN troubleshooting.
- Install, configure, troubleshoot, and maintain computers, mobile devices, software applications, and related equipment.
- Assist with creating, modifying, and disabling user accounts and access permissions in accordance with company security procedures.
- Provide technical support for Microsoft 365 applications, Windows operating systems, and other company-supported technologies.
- Document support requests, troubleshooting steps, resolutions, and equipment changes in the IT ticketing system.
- Recognize and escalate complex technical issues, infrastructure problems, and security concerns to senior IT personnel while maintaining communication with affected employees through resolution.
- Prepare, image, configure, deploy, maintain, and recover company-issued computers, laptops, mobile devices, and peripherals. Assist with employee onboarding and offboarding, including user account setup, software installation, approved access provisioning, and equipment recovery.
- Provide employees with basic technical guidance and training on company applications, systems, and cybersecurity practices.
- Assist with tracking IT equipment, maintaining asset records, managing software licenses, and coordinating device replacements.
- Support routine system updates, software installations, patching, endpoint protection, and other IT maintenance activities as directed.
- Identify recurring technical issues and recommend improvements to enhance system reliability and employee productivity.
- Participate in ongoing technical training and gradually assume additional IT systems and administrative responsibilities as knowledge and proficiency develop.
- Follow established IT security policies and procedures, maintain confidentiality, and assist with creating, updating, and organizing IT policies, standard operating procedures (SOPs), troubleshooting guides, and documentation supporting SOC 2 compliance under the direction of IT leadership.
- Perform other related duties as assigned.
Key Requirements:
- High school diploma or equivalent.
- Minimum of one year of hands-on experience in IT help desk, desktop support, or a comparable technical support role.
- Working knowledge of Windows operating systems, Microsoft 365 applications, computer hardware, printers, mobile devices, and basic network troubleshooting.
- Demonstrated ability to independently diagnose and resolve common hardware, software, connectivity, and user-account issues.
- Strong troubleshooting, problem-solving, organizational, and documentation skills.
- Ability to communicate technical information clearly and professionally to employees with varying levels of technical knowledge.
- Ability to prioritize multiple support requests, manage competing deadlines, and follow through on unresolved issues.
- Strong customer-service skills and the ability to work independently and collaboratively.
- Ability to maintain confidentiality and exercise sound judgment when handling company systems, credentials, and sensitive information.
Preferred Requirements
- Associate degree or technical training in information technology, computer science, or a related field.
- Experience with Microsoft Entra ID, Active Directory, Microsoft Intune, Exchange Online, or similar administration tools.
- Experience using IT help desk ticketing systems and maintaining technology asset records.
- Familiarity with remote-support tools, endpoint security, multifactor authentication, and basic TCP/IP networking.
- CompTIA A+, Network+, Microsoft, ITIL, or comparable industry certification.
- Interest in developing additional skills in IT systems administration, networking, and infrastructure support.
What Success Looks Like:
A successful IT Help Desk Technician provides responsive, reliable technical support that minimizes interruptions to employee productivity. They independently resolve routine IT issues, maintain accurate documentation, communicate effectively with employees, and recognize when more complex problems require escalation. Over time, they demonstrate increased technical proficiency, take ownership of additional responsibilities, and contribute to the overall effectiveness and reliability of Cubiscan's IT operations.
What We Offer:
- We offer a competitive salary.
- Benefits package, including health, dental, vision and 401K.
- The opportunity to be a beneficial owner of the company as a participant of our ESOP.
- Opportunities for professional development and career growth.
- A collaborative and supportive work environment.
Cubiscan is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. To learn more about our company visit www.cubiscan.com.
All employment offers are contingent upon the successful completion of a background check and drug screening, in accordance with applicable laws.