• Job Description

  Req#: 4946202

  Join Utah Valley University as a part-time Service Desk Technician and be the first point of contact for technology support across the campus community. In this role, you’ll represent the university with professionalism while providing timely and knowledgeable assistance to students, faculty, staff, and the public. You’ll work in a collaborative environment, respond to support requests through multiple channels, and play a key role in maintaining service quality and information security. This is a great opportunity to build hands-on experience in IT support while contributing to the success of a dynamic educational institution.

  Schedule: 12:30-6:00 pm shift.

  • First Point of Contact for Troubleshooting and Issue Resolution: Serve as the initial point of contact for students, faculty, staff, and 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, following 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 in a clear and understandable manner, adapting communication style to suit the user's level of understanding. Follow confidentiality procedures, including federal and state laws and regulations, and institutional policies, including FERPA.
  • User Training and Education: Provide basic training and guidance to users on the effective use of technology, software applications, and 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 multi-task and practice time management.
    
  • Ability to work well with people of diverse personalities and backgrounds.
    
  • Ability to communicate technical concepts to non-technical users.
    
  • Ability to remain calm and patient in challenging situations.
    

• About the company

  UVU’s unique model focuses on student success. Through engaged learning, rigorous academic programs, and faculty-mentored research, UVU is transforming higher education by making it more affordable and accessible for all students.

Notice