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Help Desk Support Technician

HQ - American Fork, Utah or Remote

ABOUT LVT

LVT is on a mission to make the world safer and more secure through rapidly deployable security hardware that runs on our proprietary SaaS platform. Our enterprise-grade safety and security ecosystem makes it easy to secure essentially any physical environment through intelligent automation and actionable insights. As an industry leader in the IoT space, our systems are deployed in every state and adopted by Fortune 500 enterprise companies who share this vision.

ABOUT THIS ROLE
You are the lifeline for all technology needs within the organization. You will empower team members across all departments to have the greatest measure of success in their respective roles by ensuring the technology tools they rely on are available, functional, and reliable. You will resolve incidents, help identify the root cause of problems to prevent further incidents and fulfill requests for service.  You will help team members become more self-sustaining by creating comprehensive and simple FAQ and how-to knowledge articles. You will assist with the AV needs of the organization, be it for small conference rooms, monthly all-hands meetings, or off-site meetings. You will assist users from all departments and provide white glove support for executive leadership as needed.

RESPONSIBILITIES

  • Respond to user requests for technical assistance in person, via phone, email, or chat.
  • Diagnose and resolve technical hardware and software issues
  • Identify and escalate complex technical issues when necessary
  • Record, track, and document help desk requests and actions taken using the ticketing system
  • Assist with installation, configuration, and ongoing usability of computers, peripheral equipment, and software
  • Provide basic training and guidance to end-users to prevent recurring issues
  • Maintain technical documentation and procedures for troubleshooting
  • Monitor and update systems, ensuring compliance with IT policies and standards
  • Perform routine maintenance and updates for equipment and software as needed
  • Collaborate with other IT team members to improve service and processes
  • Ability to troubleshoot common hardware issues (e.g. printers, monitors, mobile devices)
  • Strong attention to detail and a proactive approach to problem-solving
  • Basic networking knowledge (e.g., TCP/IP, DNS, VPN)
  • Proficiency in Windows and macOS operating systems

QUALIFICATIONS

  • Education: High school diploma or equivalent required
  • Experience: 1+ years of experience in a help desk, IT Support, or similar technical role

Preferred QUALIFICATIONS

  • CompTIA A+, Network+, or other relevant certifications
  • Experience with ITIL processes or similar frameworks
  • Familiarity with ticketing systems like Jira ServiceDesk, ServiceNow, or Zendesk

WHY JOIN US

  • Founder-led and employee-driven company 
  • The opportunity to build where you stand
  • Value centric decision making
  • Both an economically stable and hyper-growth environment (ask us how this is possible)
  • The market leader in redefining how B2B does security

On top of the obvious benefit of getting paid to work with great people who are laser-focused on a mission that matters, we also offer the following benefits:

  • Comprehensive health, vision, and dental benefits for you and your family. Including supplemental and life insurance, company-paid HSA contributions, and an Employee Assistance Program (EAP). 
  • 401(k) With up to 4% match
  • Time Off & Paid Holidays - Ask us how we empower employees to take control of their well-being
  • Stock Options - Every full-time employee has the opportunity to be an owner of the company and benefit from our success. 
  • Paid Parental Leave - To help your growing family while you're away from work. 
  • Company Events - Christmas Party, Summer Party, and other parties to celebrate whenever we can find an excuse. 
  • Charitable Opportunities - LVT sends groups of employees to help the Daybreak Vision Project restore sight to thousands of people a year. 
  • Wellness - We regularly host dentists, chiropractors, financial experts, and other professionals to provide services and seminars to help promote physical, mental, emotional, and financial wellness. 
  • And More - Scholarship opportunities for employees and their dependents, discounted cell services, and opportunities to score tickets to Utah Jazz games and other Delta Center events.

HR Policy 
We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. All Candidates must pass a drug screening and background check upon employment. Some roles may also require passing a federal background check and fingerprinting. Must be authorized to work in the U.S.

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