IT Support/Help Desk Technician I
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