IT Support Engineer (Remote + Onsite) — Weber County, Utah

Gravity Networks is hiring a full-time IT Support Engineer in Weber County, Utah to be the first person our clients reach when something stops working.

We are a managed service provider (MSP) supporting small and mid-sized businesses. You will take calls, emails and tickets, solve most of them on the first touch, and hand the rest to our systems engineers with everything they need. Our automation handles routine checks and gathers context on each ticket, so your time goes to helping people. This is a role where you learn fast, with a clear path toward systems engineering.

What you'll do

• Answer client calls, emails and portal requests, and work tickets in ConnectWise from intake to a confirmed fix.
• Verify who is calling before making account changes, and record what you did in clear ticket notes.
• Support Microsoft 365: password resets, MFA, mailbox and Teams issues, license assignments, and new-user and departing-user setups.
• Troubleshoot Windows and Mac computers, printers, phones, VPN connections and Wi-Fi.
• Help with hosted VoIP issues: phones, voicemail, call forwarding and ring groups.
• Install and set up new computers and peripherals, and keep asset records current.
• Escalate to systems engineers with the details already gathered, and keep the client updated until it's resolved.
• Look up and update client documentation in Hudu, and add what's missing.
• Visit client sites around Ogden and northern Utah when hands-on work is needed.

What you bring

• 2+ year in help desk, desktop support or a similar customer-facing IT role (an MSP background is a plus).
• Working knowledge of Windows 10/11, Microsoft 365 and basic networking (IP addressing, DNS, DHCP, Wi-Fi).
• A patient, friendly manner with people who are frustrated or non-technical.
• Good writing: ticket notes another tech can follow without asking you.
• Organized follow-through: you keep several tickets moving and never let one go quiet.
• A valid driver's license and reliable transportation for client site visits.
• Able to pass a background check.

Nice to have

• CompTIA A+, Network+ or Security+, or Microsoft 365 Fundamentals (MS-900).
• Experience with ConnectWise PSA, an RMM such as NinjaOne, and Hudu.
• Familiarity with Active Directory, Entra ID and Intune.
• Exposure to hosted VoIP, firewalls or UniFi networking.
• Interest in growing into a systems engineer role.

Pay, benefits and details

• Pay: $20 to $30 per hour depending on experience
• Type: Full-time, hourly, overtime eligible
• Location: Remote once onboarded and trained, with regular onsite visits to customer sites; in the Ogden office during training. You must live in or near Weber County, Utah.
• Schedule: Monday–Friday business hours, with an occasional after-hours rotation
• Benefits: Medical, dental and vision insurance; 401(k); paid time off and holidays; paid certifications and training; mileage for client travel

How to apply

Apply below with your resume and a few lines about a time you helped someone through a frustrating tech problem.

Gravity Networks is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status.