IT Helpdesk & User Experience Specialist I

UTHealth Houston; Houston (TX); On-site; USD 38,000 - 48,000; Full time

Job summary

UTHealth Houston is seeking an entry-level User Experience and Support Specialist to assist with staffing our helpdesk for central administration. This role serves as the initial single point of contact for IT Services and Support requests.

Delivers first-level solutions via phone or email and creates tickets, with remote assistance when feasible. Based in our Operations Center Building, near the Texas Medical Center, you will primarily take requests by phone or email and need at least one year

Qualifications

• High School Diploma or equivalent required; two years of college computer related courses preferred.
• 1 year of related IT user support experience required.
• HDI SCA certification preferred but not required.

Responsibilities

• Provides prompt, courteous level-1 IT support via phone and email.
• Creates and tracks incident tickets using the ITSM portal and ServiceNow.
• Determines escalation to 2nd/3rd level support as needed.

Skills

Customer service

Phone support

Incident management

Education

High School Diploma or equivalent

Two years of college computer related courses preferred

Tools

ServiceNow

ITSM

Job description

UTHealth Houston is seeking an entry-level User Experience and Support Specialist to assist with staffing our helpdesk for central administration. This role serves as the initial single point of contact for IT Services and Support requests.

Delivers first-level solutions via phone or email and creates tickets, with remote assistance when feasible. Based in our Operations Center Building, near the Texas Medical Center, you will primarily take requests by phone or email and need at least one year