IT Service Desk Technician I (Remote/Hybrid)

Western Governors University; Millcreek (UT); Hybrid; USD 29,000 - 43,000; Full time

Benefits offered by this job

Bonuses

Health benefits

Tuition discount

Flexible PTO

Job summary

Western Governors University seeks a Service Desk Technician to provide frontline IT support for students and staff. You will log incidents, perform initial triage, and escalate as needed from the WGU IT Service Desk.

In this role, you’ll work in a hybrid setup with in-office requirements near Salt Lake City. Candidates should have 1–2 years of IT support experience, familiarity with Windows/MacOS, and knowledge of ServiceNow and Salesforce.

Qualifications

• 1–2 years of related IT support experience or training.
• Familiarity with Windows and MacOS platforms.
• Basic troubleshooting theory and procedures.
• Experience with ServiceNow and Salesforce ticketing systems preferred.
• Ability to work independently in a dynamic environment.

Responsibilities

• Receive omnichannel user queries and log incidents or service requests.
• Provide initial assessment and classify incidents for first-contact resolution.
• Escalate issues to appropriate IT support groups as needed.
• Maintain ownership of incidents with timely updates and resolution.
• Participate in knowledge base creation and training activities.
• Adhere to confidentiality and company policies.

Skills

Independence

Communication

Customer service

Analytical

Verbal & written comms

Education

High School Diploma or GED

Tools

ServiceNow

Salesforce

Job description

Western Governors University seeks a Service Desk Technician to provide frontline IT support for students and staff. You will log incidents, perform initial triage, and escalate as needed from the WGU IT Service Desk.

In this role, you’ll work in a hybrid setup with in-office requirements near Salt Lake City. Candidates should have 1–2 years of IT support experience, familiarity with Windows/MacOS, and knowledge of ServiceNow and Salesforce.