**Enterprise Service Desk Tier 1 Support Specialist**

at Ivanti South Jordan, Utah **IT Service Desk Tier 1 Support - TEMP - 6 months**

**Who We Are**

Ivanti is a global leader in IT systems and security management, service management, asset management, and mobility management and security solutions - helping organizations reduce risks and costs associated with managing their IT environment.

Ivanti is experiencing significant growth worldwide. The company has received numerous awards for being a Top Place to Work, as well as many accolades for the products it develops. Our customer focus strategy is driven by the companys core values, including innovation, accountability, teamwork, and trust, it's an exciting time to join Ivanti.

If youre passionate about what you do, are a champion of customer satisfaction and success, and interested in developing solutions that make a difference and in having fun while doing it, Ivanti is the place for you!

**What We Do**

* Empower users to seamlessly and securely connect from any place in the world that offers air, water and Internet!

* Equip organizations with the right tools to configure access, manage and enforce compliance with a holistic view on network, users and usage.

* Empower organizations to continue to breathe easy, now with an added sense of invincibility.

* Work hard so that you can focus on the things you want to!

**Summary**

The IT Enterprise Service Desk delivers exceptional IT support to all departments across all our company sites. Reporting into the IT Manager and working in the South Jordan office, this position is to provide a point of contact for IT issues and incidents, manage escalations, follow defined processes, fulfill requests and to provide basic support to main business applications (Windows, Office and Mac operating systems, cloud apps). Your main function will be work management. Using our own software, you will manage incoming requests for work or assistance, gathering all needed information, and ensuring the work gets sent to the proper teams in a timely manner. You will also be expected to follow up on work to ensure things are moving along and updating notes as needed. You are expected to be well organized and able to keep track of multiple things at once in both a team setting and as a solo operator.

* Core hours are 8.00am to 5.00pm, with some occasional extended hour work.

* All candidates should have a technical grounding with excellent customer service skills and have a real desire to be helpful and assist colleagues. In addition, they should be concerned with efficiency and have methodical organization skills.

* In return, you can expect a friendly, busy, hardworking but flexible environment where growth and development are actively encouraged.

**What you will be doing**

* Act as Front-Line technical point of contact for all IT support issues and requests.

* Taking phone calls from internal employees.

* Ensure all interactions are fully documented and all necessary information is gathered before passing on to other teams/

* Use our service desk software to effectively manage all support requests and escalate as necessary to senior engineers.

* Manage issue escalations to 2nd line and IT infrastructure.

* Employ effective communication with internal service users concerning support issues.

* Technical onboarding for new hire employees including equipment setup

**What you need to be successful**

* 1 year of IT Service Desk experience

* Solid computer knowledge and experience

* Customer service experience

* Demonstrable ability to create and follow documented processes and escalations

* Experience with MAC OS and Windows environments desired

* Have experience with Office 365 for Mac and Microsoft office 365 desired

* Experience with using cloud applications desired

* Desire to learn while not being afraid to speak up if you notice somewhere improvements could be made

**Organizational Culture**

Ivanti provides a supportive environment for motivated individuals looking to grow their careers and realize high earnings potential. Join a challenging, technology focused environment, earn a competitive salary and benefits package, receive the training you need to stay ahead of the curve, and work in a casual, smart, and fast-paced organization.

***External Recruiting Agencies/Vendors****:* Ivanti does not currently engage with external recruiting agencies and will not accept unsolicited resumes from any external agency. Unsolicited resumes submitted by agencies to Ivanti will become the property of Ivanti and may be contacted and engaged with directly. Ivanti maintains a preferred vendor list and only engages with these agencies from time to time. Ivanti has not agreed to pay placement or any other fee to companies who have not been specifically retained to conduct a candidate search.

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As set forth in Ivantis Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

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