IT Help Desk Technician

Southern Utah University; Cedar City (UT); Vor Ort; USD 36.000 - 48.000; Vollzeit

Zusammenfassung

Southern Utah University’s IT Help Desk is looking for a friendly, capable technician to provide frontline support for students, faculty, and staff. You will resolve hardware, software, and network issues, helping users connect to campus Wi‑Fi and use classroom technology.

The role requires strong communication, problem-solving, and customer service skills, with opportunities to collaborate across IT teams and contribute to knowledge bases and user guides.

Qualifikationen

• Basic understanding of networking concepts (Wi‑Fi, IP, DNS).
• Excellent interpersonal, verbal, and written communication skills.
• Strong troubleshooting logic and independent solution research ability.
• Experience in customer service or IT support; certifications are a plus.

Aufgaben

• First-Contact Technical Support: diagnose and resolve issues on desktops, laptops (Windows & MacOS), mobile devices, printers, projectors and peripherals via phone, email, and in-person.
• Deliver empathetic, prompt support and keep users updated on request status.
• IT Ticket Management: log, track, prioritize, and document requests from creation to resolution.
• Hardware Setup & Deployment: configure, deploy, and image new systems; enroll devices in campus MDM/Intune/JAMF.
• Knowledge & Documentation: contribute to internal and user-facing knowledge bases with fixes and procedures.
• Team Collaboration: work with other IT teams and escalate complex network or infrastructure issues with clear notes.

Kenntnisse

Basic Networking

Soft Skills

Problem-Solving & Agility

Customer Service Experience

Jobbeschreibung

At the SUU IT Help Desk, you are the face of campus technology. You will provide critical, first-level technical support to students, faculty, and staff, ensuring efficient and effective resolution of hardware, software, and network-related issues. Whether helping a student connect to campus Wi‑Fi or assisting a professor with classroom technology, this role requires a blend of sharp technical problem-solving, excellent communication, and a strong commitment to high-quality customer service.

Responsibilities:

• First-Contact Technical Support: Diagnose and resolve technical issues related to desktops, laptops (Windows & MacOS), mobile devices, printers, projectors, and other peripherals via phone, email, and in-person.
• Excellent Customer Service: Deliver empathetic, prompt support. Keep users updated on the status of their requests and translate complex technical jargon into easy-to-understand guidance.
• IT Ticket Management: Efficiently utilize the campus IT ticketing system to log, track, prioritize, and document support requests from creation to resolution.
• Hardware Setup & Deployment: Assist with the configuration, deployment, and imaging of new computer systems, and enroll devices into campus device management systems (e.g., MDM/Intune/JAMF).
• Knowledge & Documentation: Contribute to internal and user-facing knowledge bases by documenting unique fixes, support processes, and procedures.
• Team Collaboration: Work dynamically with other IT teams, escalating complex network or infrastructure issues responsibly with clear, detailed notes.

Qualifications:

• Basic Networking: Understanding of basic networking principles (Wi‑Fi connectivity, IP addresses, DNS).
• Soft Skills: Exceptional interpersonal, verbal, and written communication skills. The ability to remain calm and professional under pressure.
• Problem-Solving & Agility: Strong troubleshooting logic with the ability to research solutions independently.
• Experience & Certifications (Preferred but not required): Prior experience in a customer service or IT support environment. CompTIA A+, Network+, ITIL, or equivalent certifications are a major plus.