Desktop Support, Tier I - The Larry H Miller Company : Job Details

Desktop Support Tier I At the Larry H. Miller Company, our vision to be the best and our mission to enrich lives propels our strategic growth in operations, investments, and philanthropic efforts. Our combination of business acumen paired with our values - hard work, service, integrity, and stewardship - is what sets us apart; it's who we are. Our founders, Larry and Gail, built our reputation with this unique perspective. It is the foundation of our legacy and our future. A future that promises transformational change through visionary leadership as we navigate an unprecedented landscape. By expanding our influence over an increasingly diverse portfolio of operating companies and investments, we embrace opportunities and obligations. Because, as we grow, so does our stewardship and ability to do good - for our employees, partners, and communities. Headquartered in Sandy, Utah, the Larry H. Miller Company is a privately-owned business, with operations located mainly across the western United States. LHM's focus falls within the primary categories of real estate, health care, finance, entertainment, sports, and long term strategy and investments, as well as philanthropy. For more information about LHM, visit www.lhm.com. Desktop Support Tier I Reports to: Helpdesk Manager Primary Responsibilities:

• Protect the legal, financial, and moral well-being of the LHMCO and the portfolio companies.
• Be a teacher to support the efforts of other employees to be successful.
• Seek ways to improve business operations efficiencies.

Primary Duties: This is an entry level to mid-level technical support position. Daily functions include responding initially to support requests and clarifying, prioritizing, and isolating reported issues. If/When issues needs to be escalated for final resolution, this role is responsible for a smooth hand-off. This is a hybrid position that involves working onsite, remotely and on-call. Ensure maximum productivity for end-users •Provide first-level contact and problem resolution for all technical support requests. •Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases. •Courteously obtain and convey concise problem information for external and internal service personnel. •Provide accurate and timely logging of issues and resolution for issues in a ticketing system. •Escalate issues to appropriate infrastructure teams through proper escalation methods. •Act as a liaison between customers and internal support staff to assure accurate problem interpretation. Maintain communications with customers during the problem resolution process. •Solve problems on multiple operating system platforms with equal proficiency. •Provide afterhours support as needed. Provide excellent customer service

• Communicate with end-users to understand their needs and educate/train on applicable hardware or systems to ensure satisfaction.
• Build rapport with end-users to establish trust and respect.

Initial set-up / deployment of end-user hardware

• Image computers, install company-approved applications, deploy equipment to end-users.
• Ensure all end-user workstations are properly equipped with hardware.

Job Qualifications:

• 1+ year of experience, or equivalent, working in a helpdesk environment
• Experience and/or formal training in hardware, software, and network troubleshooting
• CompTIA A+ certification preferred
• Clear and effective in verbal and written communication, especially when explaining technical issues to non-technical folks
• Able to think critically and problem solve
• Familiar with a wide range of standard office products
• Able to handle confidential information in an appropriate manner
• Able to work independently or in a team setting
• Able to learn new technologies and/or products quickly
• Up-to-date on new and fast-changing technologies

To perform the job successfully, an individual should demonstrate the following competencies to perform the essential functions of this position. Cultivates Innovation & Strategy: Create new and better ways for the organization to be successful.

• Come up with useful ideas that are new, better, or unique.
• Introduce new ways of looking at problems.
• Encourage diverse thinking to promote and nurture innovation.

Communicate Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.

• Attentively listens to others.
• Adjust to fit the audience and the message.
• Provide timely and helpful information to others across the organization.
• Encourage the open expression of diverse ideas and opinions.

Collaborate: Builds partnerships and works collaboratively with others to meet shared objectives.

• Work cooperatively with others across the organization to achieve shared objectives.
• Represent own interests while being fair to others and their areas.
• Partner with others to get work done.
• Credit others for their contributions and accomplishments.
• Gain trust and support of others.

Operate with Integrity: Demand the highest ethical standards from self and others by setting an example of positive attitude and professionalism.

• Demonstrate ethical and followership behaviors which promotes Larry H. Miller standards
• Show stewardship in providing a neat, orderly, and safe work environment.
• Follow LHMCO policy and procedures when conducting business with customers, other employees, vendors and Government officials.
• Observe safety and security procedures and uses equipment and materials properly.

Physical Requirements:

• Must have valid driver's license with reliable transportation and be able to get to the various company properties when needed
• Able to sit, stand, bend, walk and climb stairs for long periods of time
• Able to observe, inspect, estimate and assess
• Able to lift 50 lbs

Note: The need may arise to revise, supplement, or rescind portions of this job description, and The Larry H. Miller Company reserves the right to do so at any time. Employee shall be required to meet the qualifications and perform the duties of any revised job description.