IT SUPPORT/HELP DESK TECH III

Utah; Salt Lake City (UT); Hybride; USD 27 000 - 38 000; Plein temps

Résumé du poste

University of Utah IT Support/Help Desk Technician III is a full-time benefited position with hybrid or on-site work within Utah. The role emphasizes overseeing Campus Help Desk operations, coaching frontline staff, and ensuring quality service delivery.

You will provide advanced technical support for students, faculty, staff and affiliates, handle escalated issues, and contribute to knowledge bases and self-service tools.

Qualifications

• 3+ years of related experience.
• Equivalency statement allowing 1 year of education to substitute 1 year of work experience.
• Advanced troubleshooting of Windows, macOS, iOS, Android, Microsoft 365, networking and IAM.

Responsabilités

• Monitor Campus Help Desk operations and coach frontline staff.
• Provide advanced technical support for university users (guests, students, faculty, staff, affiliates).
• Create, maintain and improve support documentation and knowledge resources.

Connaissances

Customer service

Windows

macOS

Networking

Identity/access management

Microsoft 365

Troubleshooting

IT support

Outils

Ticketing systems

Description du poste

Job Title IT Support / Help Desk Technicians

Working Title IT SUPPORT/HELP DESK TECH III

Career Progression Track S00

Track Level S3 - Skilled

Full Time or Part Time? Full Time

Standard Hours per Week 40

Shift Day

Work Schedule Summary 7am-4pm M-F

VP Area President

Department 01555 - UIT INFRASTRUCTURE & OPS

Location Campus

City Salt Lake City, UT

Pay Rate Range $23.46/hour

Job Summary

University Information Technology ( UIT ) has an opening for a full-time, benefited help desk position. Until further notice, this position is eligible for hybrid or on‑site work from within the state of Utah. Please note that this position requires on‑site training and, occasionally, on‑site work.

An employee hired into this role who telecommutes will be responsible for providing space, telephone, printing, networking and/or internet capabilities at the telecommute location and signing the University of Utah Telecommuting Agreement. The employee will also be responsible for transportation and related expenses for on‑site work.

About UIT

University Information Technology ( UIT ), the central IT service provider for the University of Utah, reports to the U’sChief Information Officer and is responsible for many of the U’s shared IT services including the wired and wireless network; Campus Information Services ( CIS ) portal; UMail, telephone, and online collaboration; digital learning technologies; information security; software licensing; and a host of other IT systems and services.

About the University of Utah

Located in Salt Lake City, the U is the flagship institution of the State of Utah’s system of higher education, home to arts and museum venues and a member of the BIG -12 Conference. Skiing and snowboarding opportunities are a short distance from campus, and opportunities to pursue activities from biking to hiking to fishing abound. Salt Lake City is home to the Utah Symphony and Opera, Ballet West, professional sports teams, and a wide range of other cultural and recreational activities.

Responsibilities

The IT Support/Help Desk Technician III is primarily responsible for monitoring Campus Help Desk operations, conducting quality assurance reviews, coaching and developing front-line support staff, and promoting adherence to established service standards, procedures, and best practices. The position provides guidance on customer service, troubleshooting, documentation, and knowledge management to support a high-quality and consistent support experience.

In addition, this role provides advanced technical support for university users (guests, students, faculty, staff, and affiliates), assisting with escalated hardware, software, account, security, and network-related issues. The position serves as a resource for complex incidents, supports front-line operations as needed, and helps ensure timely and effective resolution of support requests.

The position is also responsible for creating, maintaining, and improving support documentation and knowledge resources, including knowledge base articles, standard operating procedures, and self-service tools, to enhance service quality, consistency, and operational efficiency.

This job description is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to the job.

Minimum Qualifications

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

Department may hire employee at one of the following job levels:

IT Support / Help Desk Technician, III : Requires 3+ years of related experience.

Preferences

• Strong customer service and communication skills, translating technical issues into effective user support
• Advanced troubleshooting of Windows, macOS, iOS, Android, Microsoft 365, networking, and identity/access management
• Experience with ticketing systems, documentation, knowledge management, and University of Utah systems and processes for consistent service delivery and continuous improvement

Type Benefited Staff

Additional Information

The University is a participating employer with Utah Retirement Systems (“URS”). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at [phone] for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS’ post‑retirement rules and restrictions. Please contact Utah Retirement Systems at [phone] or [phone] or University Human Resource Management at [phone] if you have questions regarding the post‑retirement rules.

This position may require the successful completion of a criminal background check and/or drug screen.

The University of Utah values candidates who have experience working in settings with students and possess a strong commitment to improving access to higher education.

Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.

Consistent with state and federal law, the University of Utah does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy‑related conditions, genetic information, or protected veteran’s status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.

To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Title IX ( OEO ). More information, including the Director/Title IX Coordinator’s office address, electronic mail address, and telephone number can be located at the: University of Utah Non‑Discrimination page.

Online reports may be submitted at https://oeo.utah.edu

**https://publicsafety.utah.edu/safetyreport/**This report includes statistics about criminal offenses, hate crimes, arrests and referrals for disciplinary action, and Violence Against Women Act offenses. They also provide information about safety and security-related services offered by the University of Utah. A paper copy can be obtained by request at the Department of Public Safety located at 1658 East 500 South.
As per University of Utah policy 5-108: Transfer of Benefits Eligible Staff Members, a new hire to the University of Utah who is still serving a 12 month probationary period will not be hired into another University of Utah job (a transfer) until the successful completion of the probationary period.