IT Support / Help Desk Technicians

University of Utah; Campus (IL); Hybrid; USD 42,000 - 54,000; Full time

Job summary

The University of Utah’s IT Information Technology (UIT) is seeking a full-time, benefited Help Desk Technician I to provide first-level technical support to students, faculty, staff, and other users.

This role reports to the UIT Help Desk manager and may require hybrid or on-site work; on-site training and occasional on-site work are required, with telecommuting options governed by University policy.

Qualifications

• Equivalency statement: 1 year of higher education can be substituted for 1 year of directly related work experience.
• IT Support / Help Desk Technician I role accepts little to no related experience.

Responsibilities

• Provide first-level technical support to students, faculty, staff and other users.
• Troubleshoot and resolve technical problems; escalate complex issues to specialized teams as needed.
• Document all incidents, service requests and resolutions to ensure quality customer service.

Skills

Customer service

Troubleshooting

Networking basics

Education

Equivalency: 1 year higher education for 1 year related work

Little to no related experience accepted

Job description

Priority Review Date (Note - Posting may close at any time)

Job Summary

IT Support / Help Desk Technicians

University Information Technology ( UIT ) is seeking a full-time, benefited Help Desk professional to join our team. Until further notice, this position is eligible for hybrid or on-site work within the state of Utah. On-site training and occasional on-site work are required. Work location and schedule may vary based on operational needs.
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’s Chief 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.

The IT Support/Help Desk Technician I is responsible for providing first-level technical support to students, faculty, staff, and other users. This position serves as the primary point of contact for hardware, software, account access, security, and network-related issues. The technician troubleshoots and resolves technical problems, utilizes knowledge base articles and standard support procedures, and escalates complex issues to specialized support teams when necessary. All incidents, service requests, and resolutions are accurately documented to ensure a high level of customer service and operational effectiveness. This position will report directly to the UIT Help Desk manager.
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.

Job Code: S34131

Grade: S13

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).

IT Support / Help Desk Technician, I: Requires little to no related experience.

Preferences

Type

Special Instructions Summary

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.

Required fields are indicated with an asterisk (*).

• * What is your highest level of completed education?
  • None
  • High School Diploma or Equivalent
  • Associate Degree
  • Bachelor's Degree
  • Master's Degree
  • Doctorate Degree
• * How many years of related work experience do you have?
  • Less than 2 years
  • 2 years or more, but less than 4 years
  • 4 years or more, but less than 6 years
  • 6 years or more, but less than 8 years
  • 8 years or more, but less than 10 years
  • 10 years or more, but less than 12 years
  • 12 years or more, but less than 14 years
  • 14 years or more
• * Are you legally authorized to work in the United States?
  • Yes
  • No
• * Will you now or in the future require sponsorship for employment visa status (e.g., H-1B status)?
  • Yes
  • No
• * This is a remote/hybrid position in the Salt Lake City, UT area. Are you either local to area, or willing to relocate?

  (Open Ended Question)

Required Documents

• Resume

Optional Documents

• Cover Letter

University Human Resource Management
250 East 200 South, Suite 125 Salt Lake City, UT 84111
Contact us: [phone] By Email: [e-mail]