The University of Utah is a flagship institution in the State of Utah's higher education system, and they are seeking an IT Support/Help Desk Technician I to serve as the first point of contact for support requests. This role involves troubleshooting hardware, software, and network-related issues while providing excellent customer service and documenting all interactions.
Responsibilities
- Serve as the first point of contact for all inbound support requests (phone, chat, support portals, or ticketing system)
- Provide basic troubleshooting for hardware, software, account, and network-related issues
- Follow knowledge management articles and standard operating procedures to diagnose and resolve incidents at first contact
- Document all issues, steps taken, and outcomes clearly and accurately in the ticketing system
- Escalate or dispatch incidents to appropriate teams when resolution is outside of scope
- Maintain professionalism and excellent customer service in all user interactions
- Contribute feedback to improve knowledge base articles and support processes
Skills
- 1 year of higher education can be substituted for 1 year of directly related work experience
- Requires little to no related experience
- Strong customer service and communication skills, with the ability to translate technical concepts into simple terms
- Basic understanding of Windows and macOS operating systems
- Familiarity with common productivity software (Microsoft 365, web browsers, email clients)
- Fundamental knowledge of basic networking concepts (e.g., Wi‑Fi connectivity, Ethernet basics, VPN usage, troubleshooting internet access)
- Familiarity with account management tasks, including password resets, multifactor authentication (2FA), and basic access troubleshooting
- Comfort using a ticketing system to track and document work
- Knowledge of and experience with the University of Utah's campus structure, systems, and operational environment
Benefits
- Excellent health, dental, and wellness coverage at affordable rates
- 14.2% retirement contributions
- Generous paid leave time
- 11 paid holidays per year
- 50% tuition reduction for employees after completing probationary period, and spouse, and dependent children after three years
- Flex spending accounts
- Free transit on most UTA services
- Employee discounts on a variety of products and services including cell phones & plans, entertainment, health and fitness, restaurants, retail, and travel
- Professional development opportunities
- A wellness program to promote health and quality of life
Company Overview
The University of Utah, located in Salt Lake City in the foothills of the Wasatch Mountains, is the flagship institution of higher learning in Utah. It was founded in 1850, and is headquartered in Salt Lake City, ut, US, with a workforce of 10001+ employees. Its website is http://utah.edu.