Job Description: Help Desk Specialist III

About Packsize, We are Packsize. A fast-growth multinational technology company committed to eliminating excessive and unfriendly packaging experiences through the adoption of Right-sized Packaging On Demand® systems, software, and services. Founded in 2002 and headquartered in Salt Lake City, Packsize gives businesses worldwide the ability to improve their customer satisfaction and enhance brand value while gaining efficiencies and savings. We accomplish this through our shared passion for a world where every box, envelope, and package shipped is the right size. This right-sized shipment sends a ripple effect through the supply chain by reducing carbon emissions and fuel needs. In pursuit of packaging sustainability, we value the contribution of our combined experiences, backgrounds, and relationships to create a team where Everyone Fits. Become a part of Packsize and help us build Smart Packaging for a Healthy Planet®.

About the role

In this role, you will provide advanced technical support for Packsize employees by analyzing requirements, resolving complex hardware, software, access, device, and workplace technology issues, and supporting the internal Service Desk. You will administer and support the Company’s PCs, printers, mobile devices, and related hardware and software. The role includes end-user support, license tracking, asset management, workstation maintenance and upgrades, application administration, advanced troubleshooting, root-cause analysis, documentation, mentoring, and continuous improvement. You will also serve as an escalation point for issues that require broader technical depth, cross-functional coordination, or a durable solution.

What You’ll Do:

• Provide advanced help desk support and resolve incidents and service requests to the end user’s satisfaction.
• Own assigned tickets and queue work from intake through resolution, setting clear expectations, and providing timely updates.
• Monitor and respond quickly and effectively to requests received by the Service Desk.
• Independently troubleshoot hardware, software, access, network, device, and performance issues using a structured approach.
• Serve as an escalation point for complex, recurring, cross-system, or high-impact issues.
• Perform root-cause analysis, identify recurring patterns, and recommend durable corrective or preventive solutions.
• Document troubleshooting steps, work performed, decisions, outcomes, and internal procedures in the appropriate systems.
• Create and improve knowledge articles based on ticket trends, identified gaps, and changes to supported technology.
• Improve Service Desk processes and SOPs by simplifying or automating repeatable work and reinforcing the approved source of truth.
• Assist with onboarding new users and the deprovisioning of departed employees.
• Install, test, configure, maintain, and upgrade workstations, peripheral equipment, and software.
• Manage PC setup and deployment using standard hardware and software, and ensure workstations include required peripherals and specialized equipment.
• Maintain accurate inventory records for equipment and software.
• Manage supported mobile devices through Intune and Freshservice, assist with VoIP administration, and assign users and computers to approved Active Directory groups.
• Support meeting-room and multimedia conferencing solutions and coordinate with meeting stakeholders when technical assistance is required.
• Mentor Service Desk peers, share technical context, review documentation, and coordinate with partner teams to improve support consistency and customer outcomes.

What You’ll Bring:

College coursework, a degree in a related field, equivalent technical training, or comparable practical experience.

Qualifications (including Knowledge, Skills & Abilities):

• Advanced proficiency with Microsoft 365, Windows, and Apple operating systems.
• Experience supporting DNS/DHCP, client VPN technologies, Active Directory, endpoint hardware, mobile devices, and IT ticketing systems.
• Demonstrated ability to resolve complex or systemic technical issues, perform root-cause analysis, and develop durable solutions.
• Strong verbal and written communication skills, including the ability to explain technical information to non-technical users.
• Excellent organization, customer service, sound judgment, cross-functional collaboration, coaching, and process-improvement skills.

Physical Demands and Working Conditions:

May require occasional travel. Must have a valid driver’s license and clean driving record. Must be able to lift up to 70 lbs.

What We Offer

Packsize considers several factors when determining compensation when extending a job offer, including but not limited to, the role being offered, the associated responsibilities, the candidate's prior work experience, education/training, and any special skills. If this role excites you but you don’t meet each requirement listed, we encourage you to apply anyway. At Packsize, we welcome applicants of all backgrounds and experiences and understand that the best candidates may come from the most unlikely of places. Packsize is an Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, Packsize policy of equal employment opportunity prohibits discrimination on the basis of race or ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran’s status, status as a qualified person with a disability, or genetic information. Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities and protected veterans are strongly encouraged to apply. Reasonable accommodations in the application process will be provided to qualified individuals with disabilities. Packsize considers several factors when determining compensation when extending a job offer, including but not limited to, the role being offered, the associated responsibilities, the candidate's prior work experience, education/training, and any special skills. At Packsize, we’re committed to supporting the health, well-being, and financial security of our team members. We offer a comprehensive benefits package that includes medical, dental, and vision coverage; a 401(k) retirement plan; Paid Time Off; Health Savings and Flexible Spending Accounts (HSA/FSA); and life and disability insurance. Additional voluntary benefits include critical illness, hospital indemnity, accident, and legal/ID theft protection. We also provide access to an Employee Assistance Program (EAP) to support your overall well-being. Packsize is an Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, Packsize policy of equal employment opportunity prohibits discrimination on the basis of race or ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran’s status, status as a qualified person with a disability, or genetic information. Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities, and protected veterans are strongly encouraged to apply. Reasonable accommodations in the application process will be provided to qualified individuals with disabilities.