IT Helpdesk

About the role

MITY Inc. is a leading manufacturer of commercial furniture and seating solutions headquartered in Orem, Utah. Since 1987, we have grown into a family of trusted brands, including MityLite, Holsag, Bertolini, and Broda. Our team is guided by four core values: Make It Safe; Improve Each Day; Trust Is Key; You Matter. These values shape how we work together, support our customers, and continuously improve our organization.

Responsibilities

• Respond to employee support requests through phone, email, chat, and the IT ticketing system.
• Monitor assigned queues, prioritize requests, and keep employees informed throughout the resolution process.
• Diagnose and resolve common hardware, software, network, account, and application issues, escalating complex, urgent, or recurring problems when appropriate.
• Install, configure, maintain, and troubleshoot computers, printers, mobile devices, peripherals, and approved business applications.
• Aid with device deployments, software updates, equipment replacements, and other technology refresh projects.
• Support employee onboarding and offboarding, including account provisioning, equipment setup, access management, and secure deprovisioning.
• Maintain accurate service tickets documenting reported issues, troubleshooting steps, employee communication, and resolutions.
• Provide first-level support for manufacturing-floor technology, including workstations, printers, barcode scanners, handheld devices, and other production-related equipment.
• Support conference-room technology, shared devices, and office productivity tools to minimize disruptions to business operations.
• Cook up with internal IT team members and external vendors to resolve issues efficiently and communicate recurring problems or trends to senior IT staff.
• Maintain knowledge-base articles, FAQs, and standard procedures; educate employees on technology best practices; and follow all information-security, data-privacy, and access-control requirements.

Requirements

• An associate degree in Information Technology, Computer Science, or a related field is preferred.
• An equivalent combination of education, training, and relevant experience will also be considered.
• Previous experience in a help desk, technical support, customer service, or similar IT support role is preferred.
• Candidates should be comfortable installing and troubleshooting computers, printers, mobile devices, and related equipment.
• Practical knowledge of Windows, Microsoft 365, and basic networking concepts is important.
• Familiarity with macOS, Active Directory, account provisioning, and ticketing platforms such as Jira, ServiceNow, or Freshservice is helpful.
• Strong problem-solving, organization, and time-management skills are essential.
• The successful candidate will communicate clearly, provide excellent customer service, and work effectively both independently and as part of a team.

What We’re Looking For

This is a full-time, in-office position based in Orem, Utah. The Help Desk Technician will provide support in both office and manufacturing environments and may travel between nearby company facilities as needed.