Utah Valley University is seeking a part-time Bench Technician! The Bench Technician will work in the tech services workbench and diagnose and repair service needed for customers, such as data recovery, malware removal, hardware replacement, password removal, OS installs, and software installs. Provide a clear and friendly point of contact. Maintain a thorough record of all customer service requests. Ensuring all documentation is accurately recorded in the ticketing system. Schedule appointments for consultations and service repair, coordinating with customers to set convenient service times. Determine the required service and prepare a detailed work plan. Build and maintain OS images for the library laptop loaner program, ensuring availability and functionality for students. Reimage and prepare 400+ laptops for student use during semesters, ensuring they are ready for immediate checkout.

• Customer Communication: Greet customers and receive their computers for service, providing a clear and friendly point of contact. Effectively communicate with customers about the scope of work to be performed on their devices, ensuring transparency, and understanding. Verify the required service, such as data recovery, malware removal, hardware replacement, password removal, OS installs, and software installs. Provide clear explanations of service options, costs, and timelines.
• Device Diagnosis: Conduct a comprehensive diagnosis of customer devices to identify and document issues accurately. Determine the required service and prepare a detailed work plan.
• Library Laptop Loaner Program: Build and maintain OS images for the library laptop loaner program, ensuring availability and functionality for students.
• Appointment Scheduling: Schedule appointments for consultations and service repair, coordinating with customers to set convenient service times.
• Documentation Management: Maintain a thorough record of all customer service requests, ensuring all documentation is accurately recorded in the ticketing system. Regularly update ticket entries to keep customers informed of the progress and status of their devices.
• 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

• Understanding of computer hardware components, operating systems (Windows, macOS, Linux), and common software applications.
• Knowledge of various computer services, including data recovery, malware removal, hardware replacement, password removal, OS installations, and software installations.
• Familiarity with ticketing systems for documentation and tracking of customer service requests and updates.
• Knowledge in diagnosing hardware and software issues in customer devices, with the ability to provide accurate problem assessments.
• Understanding of excellent customer service principles, including effective communication, active listening, and customer-focused solutions.
• Knowledge of appointment scheduling procedures and tools to coordinate with customers for service consultations and repairs.
• Knowledge of building and maintaining OS images for loaner laptops, ensuring proper configurations for student use.

Skills

• Skill in identifying and resolving hardware and software issues in customer devices, including diagnosing and repairing problems effectively.
• Strong interpersonal and communication skills, with the ability to explain technical concepts to non-technical customers in a clear and understandable manner.
• Exceptional attention to detail and organizational skills for documenting service requests, work performed, and customer interactions.
• Effective problem-solving and critical thinking skills to devise solutions for complex technical issues and provide recommendations to customers.
• Ability to manage multiple service requests, appointments, and device check-ins and check-outs efficiently.

Abilities

• Ability to provide customer-centric solutions and ensure customer satisfaction in all service interactions.
• Capacity to quickly adapt to new technologies and stay up-to-date with the latest industry trends.
• Strong organizational skills to manage service records, appointments, and ensure timely device service and returns.
• Ability to work independently, manage time effectively, and take initiative in resolving technical issues.
• Willingness and capability to work as part of a team, collaborating with colleagues to meet customer needs and support the organization's goals.