Remote Service Desk Technician I (Entry-Level IT Support)

Western Governors University; United States; Remote; USD 29,000 - 43,000; Full time

Benefits offered by this job

Bonuses

Medical, dental, vision

Retirement savings plan

Flexible paid time off

Discounted WGU tuition

Wellbeing program

Job summary

Western Governors University is seeking a Service Desk Technician to provide direct support to students and staff, handling service requests and incidents. You will log, categorize, and prioritize issues, aiming for first-contact resolution while escalating where needed.

The role requires reliable communication skills and the ability to work independently in a dynamic environment. This is a work-from-home position with a requirement to reside within 50 miles of Salt Lake City, UT for trainings

Qualifications

• 1-2 years of related experience or similar training and development.
• Familiarity with Windows and MacOS platforms.
• Understanding of mainstream Internet Browser troubleshooting.
• High School Diploma or GED.
• Candidate must reside within commuting distance (30 min's) of WGU offices (Salt Lake City, UT).
• ServiceNow and Salesforce ticketing system experience is preferred.
• CompTIA A+, Google IT Support Certification or equivalent ITIL Foundations V3 or higher is preferred.

Responsibilities

• Provide direct support to users contacting the WGU IT Service Desk for assistance.
• Respond to Omnichannel interactions from students and staff needing technical help.
• Log incidents or service requests with all pertinent information.
• Assess, categorize, and prioritize incidents and service requests; aim for first contact resolution.
• Escalate issues to appropriate IT support groups as needed.
• Maintain ownership of incidents; ensure timely updates and resolution.
• Adhere to company policies and confidentiality requirements.

Skills

Customer service

Communication

Problem solving

Analytical thinking

Education

High School Diploma or GED

Tools

ServiceNow

Salesforce

ITIL Foundations

Job description

Western Governors University is seeking a Service Desk Technician to provide direct support to students and staff, handling service requests and incidents. You will log, categorize, and prioritize issues, aiming for first-contact resolution while escalating where needed.

The role requires reliable communication skills and the ability to work independently in a dynamic environment. This is a work-from-home position with a requirement to reside within 50 miles of Salt Lake City, UT for trainings