Position Summary: As a rapidly growing national organization, the IT Operations Department at PCF Insurance Services is looking for a full-time IT Service Desk Technician 3. This position requires advanced knowledge and experience in providing frontline IT support in a corporate environment, supporting users both in person and remote. Responsibilities: Manage ticket queue, provide support, and resolve incidents or requests. Identify, troubleshoot, and resolve software, hardware, and network failures. Perform the installation, configuration, upgrades, repair, and preventative maintenance of software, hardware, and systems, including MS Office 365, OS X, and Windows (Vista/7/8/10/11). User management in MS Azure Active Directory, including creating, disabling, removing, resetting, configuring user accounts, managing user groups/OUs/permissions. Document tickets thoroughly for continuity of information and adherence to customer service standards. Act as an escalation point, assist less experienced peers, and participate in Service Desk related projects. Assist in endpoint management by developing, configuring, and testing new software and IT management tools. Onboard new employees with account creation, workstation configuration, and phone setup. Train end users on IT acceptable use policies and procedures. Document and maintain company IT inventory, lead and/or participate in Service Desk related projects, and transfer knowledge to junior members for continuous improvement. Participate in after-hours and weekend support calls rotation. Undertake other ad hoc IT support duties as needed. All while maintaining a standard of excellence with PCF’s compliance and regulatory guidelines. Skills and Qualifications: Minimum of 4 years of IT technical experience in a corporate service desk environment. Network , Security ; ITIL® V3 or ITIL® V4 certifications; other relevant certifications. Knowledge and experience working with MS Exchange Online (administering users, creating mailboxes, managing mailboxes, e-mail addresses, etc.). Knowledge and experience working with Microsoft 365 (assigning users, enabling features, resetting a password, assigning licenses, etc.). Experience in supporting IT services for large enterprise organizations of 4,000 or more users. Must be able to produce detailed, accurate, technical documentation. Diverse, multi discipline experience, collaborating with other IT teams in different areas, (e.g., networks, messaging, desktop management, storage, application support etc.). Excellent written and verbal communication skills are required. Experience with developing and implementing service desk policies or procedures preferred. Experience with developing and implementing service desk support tools preferred. Excellent customer service skills Motivated and self-managing Team-oriented personality: positive attitude and cooperative disposition Problem-solving mentality and critical thinking skills, excellent planning and organization skills, and ability to accept and make changes according to feedback.Physical Requirements: Be able to lift 50 lbs. This position requires long periods of sitting using a computer Compensation: $53,000 to $63,000 Location: Onsite - 2500 Executive Pkwy # 200, Lehi, UT 84043 Schedule: FT Hours of Operation 8:00 AM- 5:00 PM Benefits: Medical Dental Vision Life Insurance Flexible Paid Time Off 11 paid holidays 401K