IT Helpdesk Technician

Cosm is a global technology company that brings experiences to life in immersive environments. We help our partners create spaces and content that blur the lines of real and virtual across three primary markets: Sports and Entertainment, Science and Education, and Parks and Attractions. Cosm was born from the fusion of some of the greatest innovators in the history of technology. Evans & Sutherland, Spitz, Inc., and Cosm Immersive combined forces to power the immersive experiences of the future as Cosm. Innovation is in our DNA.

Summary:

The IT Helpdesk Technician provides computer and facilities helpdesk support to all staff and onsite clients for any technical job function in accordance with Cosm policies. This role is end-user facing, the first line of support for support requests, providing triage, fulfillment, and escalation (where appropriate), and is an in-the-office role located in Salt Lake City, UT.

Responsibilities:

• First responder for technical support & facilities service (phone and support tickets), ensuring requests are resolved, routed, or escalated for prompt resolution.

• Documents processes and procedures as needed and contributes regularly to the catalog of self-service documentation.

• Preach general IT policy and ensure end-users stay trained accordingly.

• End-to-end break/fix issues that involve replacing and repairing equipment.

• Manage the Helpdesk ticketing system and respond to/assign all tickets within SLAs.

• Assist with new user hardware provisioning, asset tracking and equipment maintenance.

• Participate in employee onboarding, ensuring new employees have a smooth and seamless experience.

• Assist with end-user system/software deployment and maintenance.

• May be required to provide staff rotational on-call support outside business hours.

• Manage and support office A/V equipment.

Experience & Qualifications:

• Minimum of 3 years of general IT experience.

• Strong knowledge of Mac OS and Windows 10/11 operating systems.

• Familiarity with modern IT Service Management platforms (ServiceNow preferred).

• Understanding core IT principles: SMB, NFS, DNS, DHCP, TCP-IP, etc.

• A people person with strong communication skills and able to work well with various departments.

• Strong problem-solving and critical thinking skills, ability to prioritize workload, and detailed, methodical approach to troubleshooting and resolving issues based on company demands.

• Team player who is also comfortable working independently to maximize team/department performance.

• Comfortable lifting heavy equipment (ex. battery backups, computer monitors and towers, etc).

Preferred Qualifications:

• Experience supporting a hybrid and geographically diverse workforce.

• Previous experience with MDM and deployment systems (JAMF, Intune, etc)

• Familiarity with enterprise authentication (ex. Okta, Active Directory, Azure AD), and SSO.

Cosm is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Other details

• Job Family Corporate

• Pay Type Salary

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• Salt Lake City, UT, USA