Universal Systems is hiring an experienced Desktop Support professional to join our Professional Services team in Salt Lake City.

You’ll own end-user issues from the first call through resolution across client environments with different systems, applications, and business needs. Many of our clients operate multiple locations, and several are growing through acquisition. Alongside everyday troubleshooting, you’ll help launch new locations, get employees ready for their first day, and keep endpoints secure, patched, and compliant.

We’re looking for someone who can work tickets independently, communicate clearly, and recognize when an issue needs a systems administrator. You’ll work closely with our systems administration team and visit client sites regularly.

This full-time role reports to the Desktop Support Manager and is based at our Salt Lake City office, with regular travel along the Wasatch Front. It is not remote or hybrid. Your assigned shift will fall within our Monday–Friday coverage window of 6:00 AM–5:00 PM, with after-hours and weekend support as scheduled.

What you’ll do

End-user support

• Serve as the first point of contact for client and internal users by phone, email, client portal, and walk-up.

• Troubleshoot Windows and macOS workstations, applications, printers, and peripherals remotely and on-site.

• Resolve Microsoft 365 issues involving Outlook, Exchange Online, Teams, OneDrive, SharePoint access, and licensing.

• Own each ticket until the user confirms resolution.

• Communicate in plain language with users at every level, including client owners and executives.

Endpoint and identity management

• Manage users, groups, multifactor authentication, and password resets in Entra ID and on-premises Active Directory.

• Enroll and manage devices in Intune, deploy applications, and apply compliance and configuration policies.

• Use Syncro to monitor endpoints, deploy patches, run scripts, and resolve alerts.

• Troubleshoot endpoint protection agents and policies.

• Support company-managed iOS and Android devices.

Device and employee lifecycle

• Complete onboarding and offboarding using each client’s checklist, including same-day access removal when an employee is terminated.

• Build, image, deploy, and validate workstations against USI standards.

• Keep asset and device records current in the professional services automation (PSA) platform.

• Coordinate hardware quotes and orders with USI purchasing.

New locations and projects

• Support new client locations and acquired businesses through device inventories, agent deployment, user migrations, and cutover-day support.

• Work on-site during cutovers, office moves, and equipment refreshes.

• Coordinate with USI’s installation team, which handles cabling and physical installation, while you handle configuration and user readiness.

Security and standards

• Follow client security requirements, including those applicable to HIPAA-regulated environments and other regulatory frameworks.

• Immediately report suspected phishing, compromised accounts, unexpected MFA prompts, and other suspicious activity to systems administration. Follow their direction before attempting remediation.

• Grant access using least-privilege principles and provide administrative rights only through approved requests.

• Handle client data exclusively in company-approved tools, including AI tools approved under USI’s AI Acceptable Use & Governance Policy.

• Follow USI build, security, and change control standards, obtaining approval for exceptions.

Ticketing, documentation, and escalation

• Document troubleshooting and resolutions clearly enough for another technician to continue the work.

• Meet defined service-level agreements and prioritization guidelines.

• Record time accurately on the same day to support client billing.

• Write and maintain knowledge base articles and client runbooks.

• Escalate issues with complete notes covering symptoms, tests performed, and causes ruled out.

• Flag recurring problems so the team can address their root causes.

What you’ll bring

All qualifications below are required. Where certifications are listed, equivalent demonstrated experience is accepted.

• 4+ years of desktop support or service desk experience, including at least 2 years at an MSP or supporting multiple client organizations.

• Hands-on Microsoft 365 administration experience covering Exchange Online, Entra ID, Teams, SharePoint, and OneDrive.

• Experience with Intune or a comparable mobile device management platform.

• Experience with RMM and PSA platforms such as Syncro, ConnectWise, Datto, NinjaOne, or Kaseya.

• Knowledge of Active Directory and Group Policy fundamentals.

• Experience deploying and troubleshooting Windows 10/11, plus working knowledge of macOS.

• Networking fundamentals, including DHCP, DNS, VPNs, and wireless, sufficient to identify network-related issues before escalation.

• Ability to read, modify, and run basic PowerShell scripts.

• Clear written communication, including ticket notes shared with clients.

• CompTIA A+, Network+, Microsoft 365 Endpoint Administrator (MD-102), or equivalent demonstrated experience.

• A valid driver’s license and reliable transportation for client visits.

• Ability to lift 50 pounds and work in server rooms, under desks, and at active job sites.

Your first 90 days

• First 30 days: Learn our clients, PSA and RMM platforms, and build standards. Work the ticket queue with review from the Desktop Support Manager.

• By 60 days: Manage the queue independently while meeting SLAs and handle client site visits on your own.

• By 90 days: Become the primary desktop contact for an assigned group of clients and support at least one new-location or onboarding project.

What success looks like

We measure success through first-contact resolution, SLA compliance, client satisfaction, and the quality of your ticket notes, categorization, and time entries.

You’ll also help maintain endpoint and patch compliance, complete onboarding and offboarding on schedule, reduce repeat issues, and contribute documentation that makes the whole team more effective.

Benefits and life at USI

We’re a family-owned business that takes pride in our work and looks after our people. We offer competitive compensation, comprehensive benefits, and opportunities to keep developing your skills.

• Competitive salary

• Full benefits package, including healthcare

• 401(k) retirement plan

• Training and education stipends

• Summer team BBQ Fridays and Burrito Wednesdays

• Annual company summer and holiday parties

Universal Systems is an equal opportunity employer.

How to apply

To apply, please submit your resume to careers@usicomputers.com.