Desktop Support Tier II

Desktop Support, Tier II

Reports to: Director of Operations, IT

Job Summary:

This is a mid-level technical support position. Daily functions include responding to support requests and troubleshooting issues through resolution. Support is offered in multiple environments (corporate/office and retail) across multiple sites. This is a hybrid position that involves working onsite, remotely and on-call.

Primary Duties:

Ensure maximum productivity for end-users

• Provide problem resolution for all technical support requests.
• Resolve as many user-reported problems as expertise permits, using available tools and following procedures and policies for the handling of support cases.
• Courteously obtain and convey concise problem information for external and internal service personnel.
• Escalate issues to appropriate infrastructure teams through proper escalation methods.
• Act as a liaison between end-users and other support staff to ensure accurate problem interpretation. Maintain communication with customers during the problem resolution process.
• Solve problems on multiple operating system platforms with equal proficiency.
• Support point of sale systems in a retail environment.
• Provide after-hours support as needed.

Provide excellent customer service

• Communicate with end-users on status of issues and understand their needs related to technology.
• Train end-users in proper procedures and appropriate use of systems, software and hardware to ensure conformity, stability and simplicity.
• Build rapport with end-users to establish trust and respect.
• Support the business during office hours and after hours as needed

Issue/Project Management

• Manage service desk tickets and meet the service level agreements defined by the business.
• Provide accurate and timely logging of issues and resolution for issues in a ticketing system.
• Document steps during troubleshooting and help create a robust knowledgebase for the team.
• Consolidate and simplify any systems and processes where it makes business sense and where efficiencies can be gained.

Job Qualifications:

• 2 years of experience, or equivalent, in a helpdesk or desktop support environment.
• Certifications in relevant IT products and technologies preferred (e.g. CompTIA A , Network , Security and ITIL)
• Prior experience offering technical support in a retail environment
• Clear and effective in verbal and written communication, especially when explaining technical issues to non-technical folks
• Able to think critically and problem solve
• Familiar with a wide range of standard office products
• Able to handle confidential information in an appropriate manner
• Able to work independently or in a team setting
• Able to learn new technologies and/or products quickly
• Up-to-date on new and fast-changing technologies

Compensation: starts at $27.85/hour

About The Larry H. Miller Company

The Larry H. Miller Company (the LHM Company) is located in Sandy, Utah, and provides management and direction for a portfolio of well-known and high-performing companies. The Larry H. Miller Company has strategically grown into a collection of diverse businesses that include real estate, insurance services, health care, finance, entertainment, sports, and long-term strategy and investments. The success of these businesses plays an integral role in the virtuous cycle of providing means for furthering philanthropy efforts within the communities we work and live. Our employees in every role and at every level seek to support the LHM Company mission to Enrich Lives. 

Specific areas of business support within the LHM Company include corporate governance, long-term strategy, mergers and acquisitions, finance and related services, communications, and community relations, legal, technology, human resources, marketing, special events and charitable endeavors, and government relations.

Larry H. Miller Company is looking to add a highly skilled team member to work among our dynamic group of leaders who will have a similar commitment to our company values of hard work, service, stewardship, and integrity.

Physical Requirements:

• Must have valid driver's license with reliable transportation and be able to get to the various company properties when needed
• Able to sit, stand, bend, walk and climb stairs for long periods of time
• Able to observe, inspect, estimate and assess
• Able to lift 50 lbs.

To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position.

Cultivates Innovation & Strategy: Create new and better ways for the organization to be successful.

• Come up with useful ideas that are new, better, or unique.
• Introduce new ways of looking at problems.
• Encourage diverse thinking to promote and nurture innovation.

Communicate Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.

• Attentively listens to others.
• Adjust to fit the audience and the message.
• Provide timely and helpful information to others across the organization.
• Encourage the open expression of diverse ideas and opinions.

Collaborate: Builds partnerships and works collaboratively with others to meet shared objectives. 

• Work cooperatively with others across the organization to achieve shared objectives.
• Represent own interests while being fair to others and their areas.
• Partner with others to get work done.
• Credit others for their contributions and accomplishments.
• Gain trust and support of others.

Operate with Integrity: Demand the highest ethical standards from self and others by setting an example of positive attitude and professionalism.

• Demonstrate ethical and followership behaviors which promotes Larry H. Miller standards
• Show stewardship in providing a neat, orderly, and safe work environment.
• Follow the LHM Company policy and procedures when conducting business with customers, other employees, vendors, and Government officials.
• Observe safety and security procedures and uses equipment and materials properly.

Learn more about us by visiting https://www.lhm.com or follow us on social media at @thelhmcompany

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.