Desktop Support

Utah; Salt Lake City (UT); On-site; USD 48,000 - 62,000; Full time

Job summary

University of Utah Health is seeking a Desktop Support professional to analyze and resolve IT issues at the desktop level, serving as the primary contact between users and ITS. This role supports the organization’s patient-focused mission in a hospital setting.

The position emphasizes collaboration, service quality, and experience with hospital IT environments, with on-site duties in Salt Lake City. A prior help desk background and an associate degree are preferred.

Qualifications

• Associate's degree in Computer Science or equivalency.
• IT help desk experience preferred.
• Knowledge/experience in Health Care preferred.

Responsibilities

• Resolves analytical incident activities using the ServiceNow Application Suite.
• Reviews incident management activities daily and provides end-users with timely problem solving and technical support.
• Collaborates with ITS staff on troubleshooting and problem resolution, coverage, product recommendations and other projects.
• Rollout of new machines, cascading of existing equipment, and dissemination of new standard.
• Maintains inventory records on the ServiceNow system used for technology chargeback.
• Solves configuration conflicts, improving software performance and user satisfaction.
• Performs needs assessment, product review and procurement advice for software and hardware.
• Performs institutional upgrades and sweeps following ITS procedures for installation and machine configuration.
• Participates in location/shift rotation with Client Support team.
• Participates in Client Support team on-call rotation.
• Participates in regular 1-1 meetings with Client Management Principal and Team Lead.

Skills

System design knowledge

Desktop OS proficiency

Communication skills

Team player

Patient/hospital familiarity

Education

Associate's degree in Computer Science or equivalency

Tools

ServiceNow

Job description

Overview

As a patient-focused organization, University of Utah Health exists to enhance the health and well-being of people through patient care, research and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. University of Utah Health seeks staff that are committed to the values of compassion, collaboration, innovation, responsibility, integrity, quality and trust that are integral to our mission. EO/AA

The Desktop Support position reviews, analyzes, and evaluates information technology systems operations. Determines user needs and requirements and recommends ways to improve systems. Serves as primary point of contact between users and engineering/development staff. This position has no responsibility for providing care to patients.

Corporate Overview: The University of Utah is a Level 1 Trauma Center and is nationally ranked and recognized for our academic research, quality standards and overall patient experience. Our five hospitals and eleven clinics provide excellence in our comprehensive services, medical advancement, and overall patient outcomes.

Responsibilities

Essential Functions

• Resolves analytical incident activities that include assessment, triage and closure of complex and varied information technology problems that are handled through the Service Now Application Suite.

• Reviews the incident management activities daily, providing end-users with timely problem solving and technical support at the desktop level.

• Collaborates with other ITS staff on a routine basis regarding technical troubleshooting and problem resolution, unit coverage, product recommendations and other projects as needed.

• Rollout of new machines, cascading of existing equipment, and dissemination of new standard.

• Assists in maintaining inventory records on the ServiceNow system used for technology chargeback.

• Solves configuration conflicts, improving software performance and user satisfaction levels.

• Performs needs assessment, product review and procurement advice for software and hardware, and advises end-users and IT management on recommendations.

• Performs institutional upgrades and sweeps, as needed, following ITS established procedures for installation and machine configuration.

• Participates in location/shift rotation with the Client Support team on a limited basis.

• Participates in the Client Support team on-call rotation.

• Participates in regular 1-1 meetings with Client Management Principal and Team Lead.

Knowledge / Skills / Abilities

• Basic knowledge of system design and analysis.

• Proficiency in the various desktop operating system environments and basic desktop application suites, including word-processing, spreadsheet, and email.

• Ability to effectively communicate with employees at all organizational levels.

• Demonstrated human relations and communications skills, and ability to work in a team environment.

• A strong commitment to excellence in service.

• Familiarity with patient/hospital applications and practices.

Qualifications

Required

• Associate's degree in Computer Science or equivalency.

Qualifications (Preferred)

Preferred

• IT help desk experience.

• Knowledge and experience in Health Care.

Working Conditions and Physical Demands

Employee must be able to meet the following requirements with or without an accommodation.

• This is a sedentary position that may exert up to 10 pounds and may lift, carry, push, pull or otherwise move objects. This position involves sitting most of the time and is not exposed to adverse environmental conditions.

Physical Requirements

Carrying, Climbing, Color Determination, Crawling, Far Vision, Lifting, Listening, Manual Dexterity, Near Vision, Non Indicated, Pulling and/or Pushing, Reaching, Sitting, Speaking, Standing, Stooping and Crouching, Tasting or Smelling, Walking

Multi-lingual Candidates Welcomed

EEO Statement

University of Utah Health Hospitals and Clinics, a part of The University of Utah, values candidates who have experience working in settings with students and patients from all backgrounds and possess a strong commitment to improving access to higher education and quality healthcare for historically underrepresented students and patient populations.

All qualified individuals are encouraged to apply. Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.

University of Utah Health Hospitals and Clinics, a part of The University of Utah, is an Affiliated Action/Equal Opportunity employer and does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran's status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.

To request a reasonable accommodation for a disability, please contact the University of Utah Health Hospitals and Clinics Human Resources office at 801-581-6500. If you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity (OEO). More information, including the Director/Title IX Coordinator's office address, electronic mail address, and telephone number can be located at: www.utah.edu/nondiscrimination/ Online reports may be submitted at oeo.utah.edu/

This position may require the successful completion of a criminal background check and/or drug screen.

Requisition Number 86914
Reg/Temp Regular
Employment Type Full-Time
Shift Day
Work Schedule 8-5
Clinical/Non-Clinical Status Non-Clinical
Location Name Information Technology Services
Workplace Set Up On-site
City SALT LAKE CITY
State UT
Department COR ISC 17A ITS SRVC MGMT
Category Information Technology
Workplace Set Up On-site