Service Desk Level I

Life at MX

We are driven by our moral imperative to advance mankind - and it all starts with our people, product and purpose. We always carry a deep sense of drive and passion with us. If you thrive in a challenging work environment, surrounded by incredible team members who will help you grow, MX is the right place for you.

Come build with us and be part of an award-winning company that's helping create meaningful and lasting change in the financial industry.

Job Purpose

Are you looking for a fun and challenging job in a fast-paced environment? If so, we have an immediate need for an internal IT support ServiceDesk Level I. The SD I will report to the Service Desk Manager. The primary responsibility of the Service Desk is to be the first response team in answering and replying to all hardware & software technical issues received from our internal customers. In addition, the SD I will be responsible for triaging all incoming Incidents, Requests, inquiries and walk-up requests.

What you'll get to do

• Setup new team members with user accounts and ensure the team member has access to all systems according to the needs of their role in the organizations
• Setup new team members with hardware, peripherals and working environment applicable to their role and function
• Train new team members on their new hardware, operating system, peripherals and how to access the various resources they have been given access to
• Train new team members on how to find information and where to request services in the organization such as policy documents, knowledge articles, items for use, software, etc.
• Provide timely hardware, operating system, software and network support by diagnosing and resolving issues in person for team members
• Provide support, training and assistance for audio visual equipment in conference rooms, in open use areas and for company meetings
• Perform routine maintenance on equipment
• Use ServiceNow to create knowledge articles, track inventory, document work performed on Incidents, Requests and escalate issues
• Provide users with proper communication, feedback and assurance
• Increase the efficacy of the processes used by IT to service the organization
• Work with the IT team to complete quarterly and yearly objectives
• Organize work and storage space for better use and efficient storage
• Focus on meeting or exceeding current SLA's including customer satisfaction
• Keep up-to-date on new technologies and end user technologies
• This is a full-time, in office position

You will do it using your

• At least one year of technical and/or customer service experience
• Professional communication skills
• Strong knowledge and experience with Windows 7/10, Mac OS X, Apple IOS & Android Operating Systems
• Experience supporting Microsoft O365/M365 and/or Google Workspace
• Dell, Lenovo & Apple Hardware (Must be able to name the general components of hardware and their use)
• Mobile device hardware (iOS, Android phones and tablets)
• Familiarity using audio and video equipment
• Networked, local & large format printers
• Jamf & Ivanti disk imaging utilities & OS management
• Internet browsers (e.g. Safari, Chrome, Firefox)
• Networking services & technologies such as VPN, DNS, IP addressing, network cabling
• Strong ability to diagnose & troubleshoot technical issues leveraging the OSI Model
• Incident Management System (ServiceNow)

You will love it because

At MX, you'll shape finances as they should be. We promote a flex-first organization. While we have a physical office in Lehi, Utah, currently we also support hiring of full-time team members throughout the United States.

Our vibrant culture is built on shared values and our mission to empower the world to be financially strong. We encourage everyone to work and grow together through development opportunities, mentorship, and employee resource groups. Oh yeah, we've also got amazing benefits.

MX is proudly committed to recruiting and retaining a diverse and inclusive workforce. As an Equal Opportunity Employer, we never discriminate based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical condition), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

MX is committed to being an Equal Opportunity Employer and offers opportunities to all job seekers, including job seekers with disabilities. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access the Company's career webpage as a result of your disability. You may request reasonable accommodations by calling Human Resources at 801.669.5500 or by sending an email to [email protected].