IT Support/Help Desk Technician I

The University of Utah is a flagship institution in the State of Utah's higher education system, and they are seeking an IT Support/Help Desk Technician I to serve as the first point of contact for support requests. This role involves troubleshooting hardware, software, and network-related issues while providing excellent customer service and documenting all interactions.ResponsibilitiesServe as the first point of contact for all inbound support requests (phone, chat, support portals, or ticketing system)Provide basic troubleshooting for hardware, software, account, and network-related issuesFollow knowledge management articles and standard operating procedures to diagnose and resolve incidents at first contactDocument all issues, steps taken, and outcomes clearly and accurately in the ticketing systemEscalate or dispatch incidents to appropriate teams when resolution is outside of scopeMaintain professionalism and excellent customer service in all user interactionsContribute feedback to improve knowledge base articles and support processesSkills1 year of higher education can be substituted for 1 year of directly related work experienceRequires little to no related experienceStrong customer service and communication skills, with the ability to translate technical concepts into simple termsBasic understanding of Windows and macOS operating systemsFamiliarity with common productivity software (Microsoft 365, web browsers, email clients)Fundamental knowledge of basic networking concepts (e.g., Wi‑Fi connectivity, Ethernet basics, VPN usage, troubleshooting internet access)Familiarity with account management tasks, including password resets, multifactor authentication (2FA), and basic access troubleshootingComfort using a ticketing system to track and document workKnowledge of and experience with the University of Utah's campus structure, systems, and operational environmentBenefitsExcellent health, dental, and wellness coverage at affordable rates14.2% retirement contributionsGenerous paid leave time11 paid holidays per year50% tuition reduction for employees after completing probationary period, and spouse, and dependent children after three yearsFlex spending accountsFree transit on most UTA servicesEmployee discounts on a variety of products and services including cell phones & plans, entertainment, health and fitness, restaurants, retail, and travelProfessional development opportunitiesA wellness program to promote health and quality of lifeCompany OverviewThe University of Utah, located in Salt Lake City in the foothills of the Wasatch Mountains, is the flagship institution of higher learning in Utah. It was founded in 1850, and is headquartered in Salt Lake City, ut, US, with a workforce of 10001+ employees. Its website is http://utah.edu.



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