O.C. Tanner

IT Service Desk Technician - Tier I

USA - Utah-Salt Lake City-Headquarters

Sponsorship not specifiedDetected 7 days ago

AndroidAWSCybersecurityJiraExcelProcess ImprovementCustomer SupportResearchLeadershipCommunicationProblem SolvingMicrosoft OfficeCompTIA

About the role

O.C. Tanner is the global leader in software and services that improve workplace culture through meaningful employee experiences.
Join us as we help people all over the world thrive at work.
This role works under close supervision, follows established procedures, and focuses on accurate ticket documentation, timely communication, first-contact resolution whenever possible, and a world-class customer experience.

Technical Support
Receive and respond to support requests through phone, email, walk-in, chat, and self-service channels.
Create, document, categorize, prioritize, and route Incident and Service Request tickets according to established procedures and service levels.
Provide first-level technical support with a focus on resolving issues during the first contact whenever possible.
Escalate and assign tickets to the appropriate technical support teams or departments when issues require additional expertise.
Perform hierarchical escalations through Service Desk management and Technology leadership when appropriate.
Maintain ownership of assigned tickets through resolution, ensuring timely updates, clear communication, and accurate closure notes.
Provide basic support and guidance for approved AI-powered tools, including assisting users with adoption, troubleshooting common issues, and promoting effective and responsible use.
Employee Lifecycle and Access Support
Maintain accurate hardware, asset, and ticket documentation related to assigned work.

shift coverage, on-call rotations, and other support responsibilities as needed.

This listing is sourced directly from O.C. Tanner's careers page and normalized into a canonical job model.