Senior IT Helpdesk Technician

Compensation: $29–$34/hr (DOE)
Location: Murray, Utah (On‑Site)

Role Overview

We are seeking a Senior IT Helpdesk Technician who can serve as both a hands‑on technical resource and an on‑site team lead. This position is more than ticket work — you will be the primary on‑site technician for our Murray office, providing in‑person support, overseeing our junior helpdesk staff, and acting as the escalation point for issues our remote technician cannot resolve.

This role is ideal for someone with strong technical troubleshooting abilities, experience guiding or mentoring others, and the drive to continually improve systems, processes, and team performance. You will also help lead larger IT initiatives and travel as needed to support additional locations.

What You’ll Do

• Serve as the primary on‑site IT technician for the Murray office, handling hands‑on issues that cannot be resolved remotely.
• Act as the senior escalation point for advanced or complex hardware, software, and network troubleshooting.
• Supervise, mentor, and provide daily guidance to the junior IT Helpdesk Technician, ensuring productivity and accountability.
• Conduct ticket quality reviews and ensure documentation standards are being met across the team.
• Oversee user account lifecycle management, permissions, workstation provisioning, and security configurations.
• Manage hardware inventory, asset tracking, and software licensing across multiple locations.
• Lead IT projects from planning to implementation, collaborating with internal departments.
• Identify recurring issues, recommend solutions, and implement process improvements to reduce ticket volume and resolution time.
• Contribute to internal knowledge base articles, guides, and team training materials.
• Travel as needed to support additional company locations.

What We’re Looking For (Required)

• 4+ years of IT support experience, including 1+ year in a senior, lead, or mentorship capacity.
• Strong experience troubleshooting Windows, PC hardware, and core networking (IP, DNS, DHCP, Wi‑Fi, VPN, etc.).
• Experience managing or administering Microsoft 365 (Entra, Intune, Defender, etc.).
• Clear written and verbal communication skills with the ability to work directly with senior leadership and non‑technical staff.
• Able to manage competing priorities, delegate tasks, and see complex issues through to resolution.
• Evidence of ongoing professional growth (certifications, home labs, scripting projects, etc.).

Preferred Qualifications

• Experience administering helpdesk or RMM platforms.
• PowerShell or scripting experience for automation or provisioning.
• Experience supporting multi‑site IT environments.
• Familiarity with IT asset management and software license compliance.

Work Environment

• Full‑time, on‑site role based in Murray, Utah.
• Some travel required to the Seattle headquarters or other locations for meetings, projects, or coverage.
• Ability to lift up to 50 lbs.

Compensation & Benefits

• Hourly Range: $29–$34/hr (based on experience)
• Medical, dental, vision insurance
• 401(k)
• Paid parental leave
• Charitable time off
• Additional company benefits provided upon hire

Eligibility

Applicants must be authorized to work in the United States on a full‑time basis.