IT Support / Help Desk Tech 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

IT Support / Help Desk Tech II

Job Summary

IT Support / Help Desk Technicians

The HCI Help Desk is the central point of contact for all eventsupport requests for the Huntsman Cancer Hospital and HuntsmanCancer Institute. The role of the Computer Support Technician is toprovide general IT support for end users throughout Huntsman CancerInstitute.

Huntsman Cancer Institute is committed to cancer prevention, care,and survivorship for all communities within the area we serve –which includes Idaho, Montana, Nevada, Utah, and Wyoming – withimpact worldwide.

In your cover letter or during your interview process, we inviteyou to share how your professional experiences have prepared you toserve as a member of our team as we work to reduce the cancerburden experienced by all people and communities. This may includedescription of your prior experiences related to research,prevention, clinical care, community engagement/outreach, training,administration, or other areas relevant to Huntsman CancerInstitute's mission and this position.

Learn more about the great benefits of working forUniversity of Utah: benefits.utah.edu

The department may choose to hire at any of the below joblevels and associated pay rates based ontheir business need andbudget.

Responsibilities

ESSENTIAL JOB FUNCTIONS

• Provide core IT/Help Desk support, including but not limitedto, imaging and setting up computers, troubleshooting desktops andlaptops (Windows and MAC OS), tablets, printers, handheld scanners,label printers, Cisco IP phones, and various other hardware andsoftware within the hospital and research environments.
• Provide backup support for event requests, as needed.
  • Event support includes but is not limited to helping usersstart/connect to virtual meetings, connect computers to projectors,TVs and other equipment, and helping users with various Polycomsystems.
• Adhere to administrative tasks and workflow including but notlimited to
  • Review and address ServiceNow tickets in a timely manner
    • Add appropriate notes to the ticket while working with theuser.
  • Communicate to the user within the time specified.
  • Update inventory appropriately when handling computer equipmentfor deployment, surplus, ISO alerts, moves or replacements andother items.
  • Return all computer equipment, tools and other necessary itemsto the public storage area for HCI IT.
• Update the ticket system with notes from ticket submissionthrough ticket resolution.
• Provide technical and other support for projects led by otherdepartmental staff.
• Interface with vendor(s) for audio/visual repairs, newpurchases and or replacement equipment.
• Share important support, vendor and other technical informationwith the HCI IT helpdesk and document the information in theknowledge base.
• Ensure customer satisfaction with timely, accurate,professional service and support.
• Coordinate escalation of issues to the network and server teamsas needed.

NON-ESSENTIAL JOB FUNCTIONS

• Other duties as required.

WORKING CONDITIONS

• General climate controlled office environment.
• Low noise level.
• Prolonged sitting and repetitive motion due to extendedcomputer use.
• Frequent exposure to hospital and research labenvironments.
• Stress related to conflicting priorities and meeting scheduledeadlines.
• Daily, professional communication with users of varying ITabilities.

PHYSICAL REQUIREMENTS

• Ability to see, and speak, hear, write, and understandEnglish.
• Sustained attention to detail.
• Prolonged sitting and repetitive motion due to extendedcomputer use.
• Minimal physical exertion.
• Must be able to lift 40 pounds

DISCLAIMER: The above information is intended to describe the general nature of this position and is not to beconsidered a complete statement of all duties, responsibilities,and requirements.

Minimum Qualifications

EQUIVALENCY STATEMENT: 1 year of higher educationcan be substituted for 1 year of directly related work experience(Example: bachelor's degree = 4 years of directly related workexperience).

Department may hire employee at one of the following joblevels: IT Support / Help Desk Technician,II: Requires at least 1 year of related experience.

Preferences

• Able to read, write, and speak English fluently.
• Excellent customer service skills.
• Strong teamwork and interpersonal skills.
• Excellent verbal and written communication skills and abilityto express complex technical concepts in terms that the businessunit can understand.
• Intermediate to expert level Windows OS troubleshooting andproblem resolution skills.
• Macintosh OS troubleshooting and problem resolutionskills.
• Thrives in a somewhat unstructured hands-on environment thatdemands a consultative approach spanning multiple environmentswhile maintaining a professional and empathetic demeanor.
• Knowledge sharing and coaching capabilities.

Requisition Number: PRN46515B

Full Time or Part Time? Full Time

Department: 01249 - HCI - IT

Location: Campus

Pay Rate Range: 43700 - 58300

Close Date: 11/06/2026