Job Summary

We have an immediate need for an internal IT support ServiceDesk Level I. The SD I will report to the Service Desk Lead. The primary responsibility of the Service Desk is to be the first response team in answering and replying to all hardware & software technical issues received from our internal customers. In addition, the SD I will be responsible for triaging all incoming Incidents, Requests, inquiries and walk-up requests.

Job Duties

• IT inventory and asset tracking in ServiceNow our CMDB

• Be the first point of contact for all Service Desk Incidents and requests

• Maintain physical organization of the IT inventory and workspaces

• Primary IT shipping and receiving POC, Laptops, Monitors, etc.

• Setup and troubleshoot AV equipment; provide support, training and assistance for audio visual equipment in conference rooms, in open use areas and for company meetings

• Setup new team members with hardware, peripherals and working environment applicable to their role and function

• Train new employees on their new hardware, operating system, peripherals and how to access the various resources they have been given access to

• Train new team members on how to find information and where to request services in the organization such as policy documents, knowledge articles, items for use, software, etc. (New Hire Onboarding)

• Provide timely hardware, operating system, software and network support by diagnosing and resolving issues in person for team members

• Perform routine maintenance on equipment

• Use ServiceNow to create knowledge articles, track inventory, document work performed on Incidents, Requests and escalate issues

• Keep up-to-date on new technologies and end user technologies

Basic Requirements

• At least one year of technical and/or customer service experience

• Strong knowledge and experience with Windows 10/11, MacOS, Apple IOS & Android Operating Systems

• Experience supporting Microsoft O365/M365 and/or Google Workspace

• Familiarity with Dell, Lenovo, Apple Hardware, & mobile devices

• Familiarity using audio and video equipment

• Networked, local & large format printers

• Jamf, Kandji, & Microsoft Intune disk imaging utilities & OS management

• Internet browsers (e.g. Safari, Chrome, Firefox)

• Strong ability to diagnose & troubleshoot technical issues leveraging the OSI Model

• Incident Management System (ServiceNow)

• Understanding of the ITIL framework

Advanced Requirements

• A+ Certifications within 6 months of hire

Work Environment

IN OFFICE ONLY

At MX, we prioritize flexible working arrangements wherever possible. However, certain roles require employees to be in the MX headquarters to fulfill their job requirements. Employees in this position will work from the MX offices in Lehi, Utah, in a typical office environment.

MX is an equal opportunity employer. We particularly welcome applications from veterans and military spouses. All your information will be kept confidential according to EEO guidelines.

At MX, we are a high-performance organization that thrives on trust and results. This role is based in Lehi, Utah, with flexibility for both in-office and remote work. We believe in empowering our team members to deliver exceptional outcomes while taking advantage of our incredible office space when it best supports their work. Our Utah office features onsite perks such as company-paid meals, massage therapists, a sports simulator, gym, mother’s lounge, and meditation room and meaningful interactions with amazing people. We encourage team members to come together in the office to collaborate, kick off key projects, or strategize cross-functionally, fostering connection and innovation.

MX is proudly committed to recruiting and retaining a diverse and inclusive workforce. As an Equal Opportunity Employer, we never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, military or veteran status, status as an individual with a disability, or other applicable legally protected characteristics. We particularly welcome applications from veterans and military spouses. All your information will be kept confidential according to EEO guidelines. You may request reasonable accommodations by sending an email to hr@mx.com.