Service Delivery Technician

The Desktop Support Technician provides day-to-day technical support for Sotera Health employees, addressing hardware, software, and network-related issues. This role delivers responsive and customer-focused service, ensuring timely resolution of incidents and service requests. The technician supports the deployment, maintenance, and troubleshooting of desktop computers, laptops, mobile devices, and related equipment while collaborating with IT teams to maintain consistent and efficient operations across the organization. The position is based at Nelson Labs in Salt Lake City, UT and requires in office support 5 days a week, Monday – Friday.

• Provide daily onsite and remote technical support to employees across the organization, resolving hardware, software, and connectivity issues.
• Deliver hands-on and remote troubleshooting for desktop computers, laptops, mobile devices, and operating systems.
• Manage and prioritize assigned support tickets using the organization's online ticketing system
• Install, configure, and provision equipment such as computers, monitors, printers, and peripheral devices.
• Support user access and device management within the Microsoft Domain infrastructure, including adding and removing devices.
• Resolve issues related to system performance, network connectivity, and communication tools.
• Clearly communicate technical information to users at all levels, adapting explanations based on audience.
• Collaborate with internal IT teams to escalate and resolve complex issues.
• Maintain a high standard of customer service, professionalism, and discretion in all support interactions
• Perform other duties and responsibilities as assigned by management.

Education:

• Bachelor’s Degree in Computer Science, Information Technology, or a related field (equivalent work experience may be considered in lieu of a degree)

Experience:

• 1-3 years of experience in a desktop support, help desk, or IT service delivery role
• Experience supporting Microsoft Office 365 applications
• Hands-on experience with remote imaging and device management tools
• Exposure to Active Directory, including user and device provisioning, security groups, and group policies
• Experience with remote support tools and online ticketing systems
• Experience troubleshooting hardware (desktops, laptops, printers) and software

Characteristics:

• Strong problem-solving skills with the ability to troubleshoot technical issues independently
• Verbal and written communication skills with the ability to explain technical issues in a clear, user-friendly way
• Professional, courteous, and customer-service focused; able to build rapport with users at all levels
• Maintains confidentiality and discretion when handling sensitive user or company information
• Adaptable and organized, with strong time management and task prioritization abilities
• Works well independently and collaboratively in a team-based environment
• Demonstrates a commitment to continuous learning and improvement