About TruHearing

TruHearing is a rewarding, fun and friendly, mission-based organization that makes a real difference towards improving people’s lives. It’s not just HR saying this: employees have spoken and have voted TruHearing as one of Utah’s Top Workplaces 8 years in a row! Our employees enjoy a positive working environment in a company that has experienced rapid growth. We offer a comprehensive benefits package, educational assistance, and opportunities for advancement.

TruHearing is the market leader and a force for positive change in the hearing healthcare industry. We reconnect people to the richness of life through industry-leading hearing healthcare solutions. We work with insurance companies, hearing aid manufacturers, and healthcare providers to reduce prices and expand access to better hearing care and whole-body health.

TruHearing is part of the WS Audiology Group (WSA), a global leader in the hearing aid industry. Together with our 12,000 colleagues in 130 countries, we invite you to help unlock human potential by bringing back hearing for millions of people around the world. The WSA portfolio of technologies spans the full spectrum of hearing care, from distinct hearing brands and digital platforms to managed care, hearing centers and diagnostics locations.

About The Opportunity

This role exists to support TruHearing’s internal users with computer and software related issues and maintain a secure and stable working environment. Desktop Support is the “face” of IT and must maintain a professional, and courteous attitude at all times, show compassion, and deliver satisfactory results in a timely manner.

What will you be doing?

Level I

Provide phone and in-person support for everyday issues experienced by internal end-users.
Document, audit, and provide general instructions to end-users.
Onboard and offboard user accounts for various systems.
Complete computer setup and imaging.

Level II

Complete the essential functions for a Level I Technician.
Provide Tier 2 support for end-users.
Manage endpoints using tools like Active Directory (AD), Group Policy Objects (GPO), Jamf, Sophos and Microsoft System Manager.
Train and mentor Level I Desktop Support Technician.
Develop better solutions to existing or ongoing issues.

What skills do you need to bring?

Skills

In addition to exhibiting the TruHearing Values of Delight, Alight, Enjoy, Improve and Be Tru, this role requires the following skills and competencies:

Level I

Using Technology - Uses advanced software, software features, and coding languages and tools to accomplish their work.
Problem Solving - Troubleshoots new, complex, or nuanced problems and gathers sufficient data to research and provide resolution.
Analytical Thinking - Analyzes complex situations, root causes, or nuanced information.
Quality - Consistently meets quality standards of the organization with limited assistance.
Productivity - Consistently meets productivity standards of the organization with limited assistance.
Accountability - Operates autonomously in most situations, communicates limits and needs.
Teamwork - Proactively assists and collaborates with others to accomplish assignments and objectives

Level II

Using Technology - Teaches or coaches others how to use technology to accomplish tasks or objectives.
Problem Solving - Connects problem solvers from varying types of expertise to solve complex or timely problems.
Analytical Thinking - Guides others to deeper analytical strategies and behaviors.
Quality - Exemplifies quality standards for area of responsibility. Reviews and coaches others on quality standards.
Productivity - Performs at a level that has a high impact to the organization.
Accountability - Anticipates needs and consequences, delivers to expectations, and uses pre-emptive communication appropriately.
Teamwork - Fosters teamwork and collaboration, brings out the best teamwork in others.
Coaching - Provides coaching to a broad range of diverse personalities, who present a full range of situations in complex or novel contexts

What technical skills are we looking for?

Level I

Working knowledge of Microsoft Active Directory and Azure AD.
CompTIA A+, ITIL or equivalent knowledge and experience.
Working knowledge of desktop operating systems including Windows, Mac, and Linux, computer networking, etc.
Strong ability to debug and diagnose technical problems.

Level II

Basic understanding of operating systems administration and tools for Windows, Mac, and Linux.
Basic understanding of IP networks, network routing principles, and the use of firewalls, filters, IDS, etc.

What education or experience is required?

Level I

1-3 years of proven experience in a heavy customer focus position involving technical knowledge.
Working knowledge of ticket tracking software
Understanding of compliance frameworks, policies and procedures adherence, and data security principles and practices.

Level II

Bachelor’s Degree in Computer Science or Associate Degree, with 2+ years of tech support experience
- A combination of education and relevant professional experience may be considered in lieu of a formal degree.
Microsoft Certified Desktop Support Technician (MCDST) or MCP

What benefits are offered?

TruHearing offers a generous compensation and benefits package including health coverage, a fully vested 401k match, education assistance, fully paid long and short-term disability, paid time off and paid holidays. We are conveniently located across the street from the Draper FrontRunner station and subsidize the cost of a UTA pass with access to FrontRunner, TRAX and regular bus service – employee cost is less than $2 per day. You’ll work in an exciting and fun environment and have the opportunity to grow with us.

Work Environment

This job operates in a professional office environment. The role routinely uses standard office equipment such as a laptop, desktop, smartphone, photocopiers, shredders, and filing cabinets. The noise level in the work environment is usually moderate.

Physical Demands

While performing the duties of this job, the employee is required to use manual dexterity to handle, feel, and operate objects, tools, and controls and reach with hands and arms. This individual is frequently required to stand, talk, and hear. Specific vision abilities of this job include close vision and ability to adjust focus. The employee is required to type, file, and lift office supplies up to 15 pounds.

Equal Opportunity

TruHearing is an Equal Opportunity Employer who encourages diversity in the workplace. All qualified applicants will receive consideration for employment without regards to race, color, national origin, religion, sex, age, disability, citizenship, marital status, sexual orientation, gender identity, military or protected veteran status, or any other characteristic protected by applicable law.

TruHearing

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IT Desktop Support Technician