Campus IT Helpdesk Specialist for Students & Staff

Utah Valley University; Orem (UT); On-site; USD 40,000 - 60,000; Full time

Job summary

Utah Valley University is seeking a dedicated Enterprise Service Desk Technician to provide front-line support to students, faculty, staff and community members. You will troubleshoot hardware, software, and network issues, manage service tickets, and communicate complex technical concepts in clear terms.

In this role, you will gain hands-on experience across a variety of systems in a higher education setting, while promoting information security and confidentiality.

Qualifications

• Troubleshoot hardware, software, network, and application issues.
• Knowledge of ticket management systems.
• Knowledge of information security best practices and FERPA.
• Understanding of higher education processes and procedures.
• Strong customer service and interpersonal skills.
• Excellent verbal and written communication; active listening.

Responsibilities

• Serve as the first point of contact for students, faculty, staff, and the public seeking tech help; provide prompt support across phone, chat, in-person, and tickets.
• Create and track tickets; triage and escalate as needed; ensure timely resolution and high customer satisfaction.
• Communicate clearly; tailor explanations to the user; maintain confidentiality per FERPA and policies.
• Provide basic training and guidance on tech usage and self-help resources; promote information security best practices.
• Perform other duties as assigned.

Skills

Customer service

Active listening

Verbal and written communication

Education

High school diploma or equivalent

Job description

Utah Valley University is seeking a dedicated Enterprise Service Desk Technician to provide front-line support to students, faculty, staff and community members. You will troubleshoot hardware, software, and network issues, manage service tickets, and communicate complex technical concepts in clear terms.

In this role, you will gain hands-on experience across a variety of systems in a higher education setting, while promoting information security and confidentiality.