Service Desk Technician - ESD

Woodbury School of Business; Orem (UT); On-site; USD 36,000 - 54,000; Full time

Job summary

Utah Valley University seeks an Enterprise Service Desk Technician to deliver timely technical support to students, faculty, staff, and the public. You will troubleshoot hardware, software, network, and application issues, log incidents, and escalate where needed while maintaining high customer satisfaction.

You will promote information security best practices, help users navigate IT resources, and provide basic training on technology use within a collaborative campus environment.

Qualifications

• High school diploma or equivalent and two years of related education/experience.
• Experience in customer service and technical support is preferred.
• Familiarity with FERPA and confidentiality requirements.

Responsibilities

• Serve as the first point of contact for technical assistance via phone, chat, in-person, and ticketing systems.
• Triage and resolve or escalate incidents and service requests promptly.
• Communicate clearly with users and document interactions and resolutions.
• Provide basic training and guidance on technology use and IT policies.
• Perform other duties as assigned by the Enterprise Service Desk.

Skills

Customer service

Active listening

Verbal communication

Written communication

Documentation

Conflict management

Education

High school diploma or equivalent

Job description

Position Announcement

Utah Valley University is committed to providing exceptional service and support to its campus community. As an Enterprise Service Desk Technician, you will serve as a key resource for students, faculty, staff, and the public by delivering timely, professional technical assistance through multiple service channels. This role offers the opportunity to develop broad technical knowledge, troubleshoot a variety of technology-related issues, and make a meaningful impact on the university's daily operations.

The ideal candidate will thrive in a dynamic, customer-focused environment where problem-solving, communication, and collaboration are valued. Working with a wide range of individuals across campus, you will help ensure reliable access to technology resources, promote information security best practices, and contribute to a positive and efficient support experience. This position is well-suited for someone who enjoys helping others, learning new technologies, and playing an important role in supporting educational success.

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 escalate 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 interact effectively with people from a variety of backgrounds and with differing perspectives and communication preferences.
• Ability to communicate technical concepts to non-technical users.
• Ability to remain calm and patient in challenging situations.