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Help Desk Support

Onward Search

This is a Full-time position in Salt Lake City, UT posted June 7, 2021.

Seeking an experienced Help Desk Support candidate with an opportunity to work with a large e-commerce client.

The Service Operations Center IRE is an entry-level position within the Service Operations Center that monitors the operational support systems to proactively identify service impacting events relating to IT, network, and facility conditions.




 Primary responsibilities include responding to alerts and events that are impacting operation-critical systems, which will include applications and infrastructure.

IRE will manage the incident from end-to-end.

This includes triage of the issue and driving resolution by engaging the appropriate support groups.

Additionally, IRE will be responsible formanaging all communications regarding the incident to stakeholders and executives.When not responding to outages, the IRE will handle the incoming request for support with access, tools, app, and general break-fix issues.

IRE assist with tool calibration by researching unknown alerts and developing a plan of action for items that are either unidentified or potential candidates for automation.

After a plan of action is identified, the IRE is responsible for collaborating with appropriate teams to integrate rules for unidentified alerts or assist with steps to complete automation.

The person in this position is required to work in a team environment, under limited supervision and reports to the Service Operations Center Lead. 


Essential Job Duties and Responsibilities 

Monitor real-time dashboards and alert activity through the software monitoring system  Be the front line to Service Operations Center’s technical support staff members by coordinating and routing incidents, calls and tickets  Perform notification and escalation of the incident as documented in use case-specific procedures by established guidelines and standards  Log all activities into the incident management system  Track incidents where applicable to verify that response times and availability requirements established in the SLA are met  Develop action for automation candidate and unknown alerts  Assist with documenting and updating departmental procedures and work instructions  Must be professional, personable, and courteous at all times  Continually look for opportunities to improve service to the customer  Mentor Help Desk team members by providing necessary assistance, guidance, and training  Participate in special projects as needed and defined, meeting all timelines  Work required hours, meet standards for availability, and communicate with the manager when variations are needed 


1-2 years related experience (or similar IT experience) ideal candidate will have previous NOC experience  Experience managing major incidents across the organization Knowledge and understanding of personal computers, servers, IT systems, and networks in corporate enterprise infrastructure.  Experience in Active Directory, Microsoft Exchange Server, Yubikey, PingID, Mobile Device  Minimum technical skills equivalent to CompTIA A+, CompTIA Network+, MTA  Knowledge and experience with IP troubleshooting, TCP/IP, DNS, ping, traceroute  Excellent computer-based, telephonic, verbal, and written communication skills  Organizational skills Ability to multi-task and successfully prioritize workload  Knowledge and experience using a trouble ticketing system such as BMC Remedy, ServiceNow, etc.  A proven track record of punctual and consistent attendance  Ability to learn and integrate new technologies in an ever-changing/fast-paced environment  Must have demonstrated skills of leadership, collaboration, and diplomacy Inter-group collaborative skills

Employer Details:

Onward Search is an equal opportunity employer, dedicated to a policy of non-discrimination in employment with regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, veteran status or any other classification protected by federal, state and local laws and ordinances.

Candidates must be at least 18 years old to be considered for employment.


In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.

Onward Search offers medical, dental, vision benefits, as well as a 401k program, for all eligible full-time temporary assignments.

Onward Search is unable to support 1099 / Corp-to-Corp or Independent Contractor arrangements at this time.

All freelancers will be paid as W2 employees.

Onward Search is a drug-free workplace.