Healthcare IT Help Desk Technician II

University of Utah; Salt Lake City (UT); On-site; USD 44,000 - 58,000; Full time

Job summary

University of Utah is seeking an IT Support / Help Desk Tech II to serve as the main contact for end users at Huntsman Cancer Institute. The role provides general IT support across hospital and research environments, including imaging, setup, and troubleshooting for Windows and Mac systems.

Responsibilities include ticket management, inventory updates, vendor liaison for AV equipment, and knowledge-base documentation, ensuring high customer satisfaction and timely escalation when needed.

Qualifications

• Equivalency: 1 year of higher education can substitute for 1 year of directly related work experience.
• Department may hire at IT Support / Help Desk Technician II level: requires at least 1 year of related experience.

Responsibilities

• Provide core IT/Help Desk support, imaging and setting up computers, troubleshooting desktops and laptops (Windows and MAC OS).
• Provide backup support for event requests, including helping users start/connect to virtual meetings, connect computers to projectors, TVs and other equipment, and helping users with Polycom systems.
• Review and address ServiceNow tickets in a timely manner and add notes while working with users.
• Communicate to the user within the time specified.
• Update inventory when handling computer equipment for deployment, surplus, ISO alerts, moves or replacements.
• Return all computer equipment, tools and items to the public storage area for HCI IT.
• Update the ticket system with notes from submission through resolution.
• Provide technical and other support for projects led by other departmental staff.
• Interface with vendor(s) for audio/visual repairs, new purchases or replacements.
• Share important support, vendor and other technical information with the HCI IT helpdesk and document in the knowledge base.
• Ensure customer satisfaction with timely, accurate, professional service and support.
• Coordinate escalation of issues to the network and server teams as needed.

Skills

English fluency

Customer service

Teamwork

Communication skills

Windows troubleshooting

Mac OS troubleshooting

Knowledge sharing

Education

Higher education substitution for work experience

Job description

University of Utah is seeking an IT Support / Help Desk Tech II to serve as the main contact for end users at Huntsman Cancer Institute. The role provides general IT support across hospital and research environments, including imaging, setup, and troubleshooting for Windows and Mac systems.

Responsibilities include ticket management, inventory updates, vendor liaison for AV equipment, and knowledge-base documentation, ensuring high customer satisfaction and timely escalation when needed.