Kforce has a client that is seeking a Service Desk 1.5 in Salt Lake City, UT. Summary: We are seeking a proactive and customer-focused Tier 1.5 Desktop Support Technician to provide exceptional technical support to our users. In this role, you will handle 20 to 40 support incidents daily, both remotely and in person, ensuring timely issue resolution. You will actively walk around the office, engaging with employees to identify and resolve IT issues before they escalate. The ideal candidate has strong troubleshooting skills, an 80% first-call resolution rate, and a passion for delivering elbow-to-elbow technical support. Key Responsibilities: * Provide first-level and some second-level technical support for desktops, laptops, and applications * Handle incoming calls, walk-ups, and remote support incidents efficiently * Walk around the office proactively, assisting users and addressing IT concerns in real time * Troubleshoot and resolve issues related to Windows 11, Office 365, Active Directory, and network connectivity * Utilize ScreenConnect and other remote support tools to diagnose and resolve technical issues * Perform account management tasks in Active Directory (password resets, account unlocks, permissions, and group policies) * Ensure 80% first-call resolution by leveraging strong troubleshooting skills * Provide exceptional customer service, maintaining professionalism and a user-friendly approach * Document all support activities in the ticketing system, ensuring accurate records of incidents and resolutions * Assist in setting up and configuring hardware and software for new employees * Collaborate with Tier 2 and Tier 3 support teams for escalations when necessary * Educate users on best practices and IT security policies