Service Desk Technician - ESD

Woodbury School of Business; Orem (UT); On-site; USD 40,000 - 60,000; Full time

Job summary

Utah Valley University’s Enterprise Service Desk is hiring a technician to serve as the front-line link for students, faculty, staff and community members, helping ensure they have the tools and resources needed to succeed.

In this role you will build broad technical knowledge, strengthen customer service and problem-solving skills, and gain hands-on experience supporting diverse systems in a dynamic university setting, while promoting information security and FERPA compliance.

Qualifications

• Strong knowledge of troubleshooting hardware, software, network, and apps.
• Experience with ticket management systems.
• Understanding of security best practices and confidentiality.
• Familiarity with higher education processes.

Responsibilities

• Serve as first point of contact for technical assistance via multiple channels.
• Create and track tickets, triage incidents, escalate when needed.
• Communicate clearly with users, maintaining confidentiality (FERPA).
• Provide basic training and guidance on tech tools and processes.
• Perform other duties as assigned.

Skills

Active listening

Verbal communication

Written communication

Documentation

Conflict de-escalation

Teamwork

Multitasking

Relationship building

Explain tech concepts

Calm under pressure

Education

High school diploma or GED

Job description

Position Announcement

At Utah Valley University, you'll serve as a vital connection between technology and the people who rely on it every day. As a technician on the Enterprise Service Desk, you will provide front-line support to students, faculty, staff, and community members, helping ensure they have the tools and resources needed to succeed. This role offers the opportunity to develop broad technical knowledge, strengthen customer service and problem-solving skills, and gain hands‑on experience supporting a wide range of systems and technologies in a dynamic higher education environment.

UVU fosters a collaborative and service-oriented culture where your contributions have a meaningful impact across the institution. You'll work with experienced professionals, build expertise in incident management and technical support, and play an important role in promoting information security and protecting sensitive information. For individuals who enjoy helping others, troubleshooting technology, and continuously learning, this position provides valuable experience and opportunities for professional growth within a mission-driven university.

Summary Of Responsibilities

• First Point of Contact for Troubleshooting and Issue Resolution: Serve as the initial point of contact for students, faculty, staff, and the general public seeking technical assistance or reporting incidents. Provide prompt support and effective resolution through various communication channels, including phone calls, chat, in‑person interactions, and user‑submitted tickets. Guide future, new, transfer, and continuing students regarding enrollment services, records, financial aid, etc. Troubleshoot, diagnose, and elevate or resolve first‑tier technical problems, including hardware, software, network, or application‑related issues.
• Incident and Service Request Processing: Create and track tickets, providing prompt resolution to issues. Triage incidents and service requests, ensuring they are properly recorded and escalated when necessary. Report critical incidents or complex technical problems in accordance with established procedures and service‑level agreements. Ensure that tickets are completed with a high level of customer satisfaction.
• Customer Service and Communication: Deliver exceptional customer service, demonstrating strong interpersonal skills and active listening to understand users' concerns, questions, and technical needs. Communicate information clearly and understandably, adapting communication style to the user's level of understanding. Follow confidentiality procedures, including federal and state laws and regulations, and institutional policies, such as FERPA.
• User Training and Education: Provide basic training and guidance to users on the effective use of technology and software applications, as well as self‑help resources. Promote information security best practices and ensure adherence to IT policies. Share knowledge and provide step‑by‑step guidance on institutional processes and procedures.
• Other duties as assigned

Qualifications / Licenses / Certifications

Graduation from a standard senior high school or the equivalent and two years of any combination of computer‑related education and/or technical support and customer service experience related to the Summary of Duties.

Knowledge / Skills / Abilities

Knowledge

• Knowledge in troubleshooting hardware, software, network, and application‑related issues.
• Knowledge in ticket management.
• Knowledge of security best practices and confidentiality.
• Knowledge of higher education processes and procedures.

Skills

• Customer service and interpersonal skills.
• Skills in active listening and comprehension.
• Verbal and written communication skills.
• Skills in documentation and record‑keeping.
• Skills in conflict management and de‑escalation techniques.

Abilities

• Ability to work both independently and as part of a team.
• Ability to multitask and practice time management.
• Demonstrated ability to build positive working relationships with individuals from a wide range of backgrounds, experiences, and perspectives.
• Ability to communicate technical concepts to non‑technical users.
• Ability to remain calm and patient in challenging situations.