Campus IT Help Desk Technician

Utah Valley University; Orem (UT); Vor Ort; USD 23.000 - 27.000; Teilzeit

Zusammenfassung

Utah Valley University in Orem seeks a part-time Enterprise Service Desk technician to connect students, faculty, staff and community members with the tools they need. You will handle front-line support, troubleshoot hardware, software, network and applications, and guide users through solutions.

This role emphasizes customer service, incident management, and confidentiality under FERPA. You will triage requests, create tickets, document steps, and communicate clearly with diverse users while

Qualifikationen

• Graduation from a standard senior high school or the equivalent and two years of any combination of computer-related education and/or technical support and customer service experience related to the Summary of Duties.

Aufgaben

• First Point of Contact for Troubleshooting and Issue Resolution: Serve as the initial point of contact for students, faculty, staff, and the general public seeking technical assistance or reporting incidents. Provide prompt support and effective resolution through various communication channels, including phone calls, chat, in-person interactions, and user-submitted tickets.
• Incident and Service Request Processing: Create and track tickets, providing prompt resolution to issues. Triage incidents and service requests, ensuring they are properly recorded and escalated when necessary.
• Customer Service and Communication: Deliver exceptional customer service, demonstrating strong interpersonal skills and active listening to understand users' concerns, questions, and technical needs. Communicate information clearly and understandably, adapting communication style to the user's level of understanding.
• User Training and Education: Provide basic training and guidance to users on the effective use of technology and software applications, as well as self-help resources. Promote information security best practices and ensure adherence to IT policies.
• Other duties as assigned

Kenntnisse

Customer service

Active listening

Verbal communication

Written communication

Documentation

Conflict management

Time management

Technical concepts to non-technical

Ausbildung

High school diploma or equivalent

Tools

Ticket management

Jobbeschreibung

Utah Valley University in Orem seeks a part-time Enterprise Service Desk technician to connect students, faculty, staff and community members with the tools they need. You will handle front-line support, troubleshoot hardware, software, network and applications, and guide users through solutions.

This role emphasizes customer service, incident management, and confidentiality under FERPA. You will triage requests, create tickets, document steps, and communicate clearly with diverse users while