Desktop Support Engineer

Adventure is our Culture. Join a team that celebrates a lifestyle as bold as the terrain we love. At Backcountry, we are rooted in adventure, recognition, and wellbeing on and off the mountain. We spotlight employee stories, celebrate milestones, and offer exclusive outdoor perks. Whether you are at HQ, in a retail store, or remote, you will be part of a team that thrives on energy, exploration, and connection.

Reports to: IT Manager

Location: West Valley City, UT - On-site (Utah Fulfillment Center)

About the Role

Backcountry's fulfillment center runs on reliable technology - from handheld scanners on the warehouse floor to laptops in the office. This role exists to keep that technology running and the people who depend on it productive.

As Desktop Support Engineer, you will be the on-the-ground IT resource at our Utah Fulfillment Center, responsible for hands-on device support, user account management, and vendor coordination. Within your first six months, success means the help desk queue moves faster, devices stay operational through peak season, and operations staff see you as a trusted problem-solver they can rely on.

What You'll Do

• Troubleshoot and resolve Windows, macOS, and Android issues for office and fulfillment center staff, working the help desk queue daily.
• Configure, deploy, and maintain laptops, Android handheld scanners, charging stations, and label printers across the warehouse floor and office.
• Manage user accounts end-to-end: onboarding, offboarding, password resets, and access records.
• Support office and warehouse printers, including label printers critical to fulfillment operations.
• Track and manage hardware assets through their full lifecycle.
• Open, track, and follow vendor service cases for warehouse equipment through to verified repair.
• Escalate complex issues with clear documentation so the next person can pick up without re-troubleshooting.
• Communicate technical issues and resolutions to non-technical users in plain language, keeping them updated through resolution.

Required Qualifications

• Basic networking knowledge: IP addressing, DNS, DHCP, and Wi-Fi troubleshooting.
• Hands-on experience troubleshooting Windows, macOS, and Android operating systems.
• Experience configuring and troubleshooting Android handheld scanners.
• Experience supporting office and warehouse printers, including label printers.
• Experience tracking and managing issues through a ticketing system, including prioritization and escalation.
• User account management experience (onboarding, offboarding, password resets, access records).
• Hardware asset lifecycle tracking experience.
• Strong communication skills, including explaining technical issues to non-technical users.
• Ability to work effectively on a team and independently with minimal supervision.
• Good organizational skills and attention to detail.
• Ability to work fully on-site at the Utah Fulfillment Center in West Valley City, UT.
• Ability to stand and walk for extended periods and lift up to 50 lbs, with or without reasonable accommodation.

Preferred Qualifications

• Experience supporting Android devices or mobile device management (MDM) platforms.
• Prior IT support experience in a warehouse, distribution, or fulfillment environment.
• Experience with Active Directory, Microsoft Entra ID, and Microsoft Intune.
• Experience with Jira.

Why Join

The people who do best here are builders. They take ownership, move fast, and want to see the direct impact of their work.

• Team Environment, Meaningful Work: You will be the go-to IT resource on the fulfillment center floor, where your work directly keeps operations running and people productive.
• Training and Development: Build hands-on skills across device management, networking, and vendor coordination with mentorship from your manager and the broader IT team.
• Trusted From Day One: You will own the help desk queue, device deployments, and vendor cases - your contributions matter immediately.
• Competitive Benefits: Paid time off policies, 401(k) match, medical/dental/vision and a variety of supplemental policies, and employee discounts across our portfolio of brands.

Interview Process

• Recruiter Screen - A 30-minute conversation with our recruiting team to align on the role, your background, and what you are looking for.
• Hiring Manager Interview - Conversation with the Manager, focused on your hands-on troubleshooting experience, how you prioritize and escalate issues, and your approach to supporting floor and office users.
• Team Interview - Conversation with management to assess cross-functional fit and technical depth.
• In-Person Interview - We'd like to meet you at our Utah Fulfillment Center in West Valley City. Details and logistics will be arranged with your recruiter.
• Reference Checks - Conducted in parallel with the final stages where possible.
• Offer - We move quickly for the right candidate.

Interview process is subject to change. Any updates will be communicated promptly and clearly.

Please Note

• Part of our interview process is a mandatory in-person interview with someone on our team prior to an offer. Candidates that are unwilling or unable to meet for an in-person interview will be removed from consideration immediately.
• Due to a high volume of fraudulent applications, you must share a valid LinkedIn profile URL in the application questions below to be considered. If you do not have a LinkedIn profile, you must provide a credible reason in that field and supply alternative evidence of your professional background to verify your identity.