IT Support / Help Desk Technician I

University of Utah is seeking an IT Support / Help Desk Technician I to join their University Information Technology team. The role involves providing first point of contact support for computer hardware/software, security, account permissions, and network issues while ensuring effective communication and documentation of problems and solutions.

Responsibilities

• The incumbent for this position is the first point of contact for callers (guest, student, faculty, staff, affiliate) seeking support for computer hardware/software, security, account permissions, and network issues
• Diagnoses the issues to determine root cause and seeks to resolve the issue at point of contact by using knowledge management articles and front-line troubleshooting efforts
• When appropriate, dispatches requests to solution providers and escalates to advanced staff
• Tracks and documents problems and solutions
• This position will report directly to the UIT Help Desk manager

Skills

• 1 year of higher education can be substituted for 1 year of directly related work experience (Example: bachelor's degree = 4 years of directly related work experience)
• Requires little to no related experience

Benefits

• Full-time, benefited help desk agent position
• Position is eligible for hybrid or on-site work from within the state of Utah
• On-site training and, occasionally, on-site work
• Employee who telecommutes will be responsible for providing space, telephone, printing, networking and/or internet capabilities at the telecommute location and signing the University of Utah Telecommuting Agreement

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