Service Desk Technician - ESD

Utah Valley University; Orem (UT); On-site; USD 42,000 - 56,000; Full time

Job summary

Utah Valley University is seeking an Enterprise Service Desk Technician to provide timely, professional technical assistance to students, faculty, staff and the public across multiple channels. You will troubleshoot a wide range of hardware, software, network and application issues while delivering friendly service and clear communication.

In this role you will triage incidents, manage tickets, educate users on IT best practices, and collaborate with campus partners to ensure reliable access to

Qualifications

• Graduation from high school or equivalent.
• Two years of computer-related education or technical support/customer service experience.
• Knowledge of security best practices and confidentiality.

Responsibilities

• First Point of Contact for troubleshooting and issue resolution across multiple channels.
• Incident and service request processing with ticket creation and escalation as needed.
• Deliver exceptional customer service with clear, user-friendly communication.
• Provide basic user training and guidance on technology and self-help resources.
• Other duties as assigned.

Skills

Customer service

Interpersonal skills

Active listening

Verbal communication

Written communication

Documentation

Conflict de‑escalation

Education

High school diploma

Tools

Ticketing systems

Job description

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.

• 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 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.

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

• 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.