Service Desk Technician - ESD

At Utah Valley University, you’ll play a vital role in supporting the technology needs of students, faculty, staff, and community members while serving as a professional representative of the university. Working the 12:30 pm to 6:00 pm shift, you’ll be a key member of the Enterprise Service Desk team, providing first-tier technical support through a variety of service channels. This position offers the opportunity to develop and strengthen customer service, troubleshooting, and IT support skills while helping users resolve issues and access the resources they need to succeed.

In this role, you’ll gain hands-on experience with service desk operations, incident and request management, and information security best practices in a collaborative and supportive environment. You’ll be responsible for responding to, documenting, escalating, and resolving technical issues while maintaining professionalism and confidentiality. Ideal for someone who enjoys problem-solving and helping others, this position provides meaningful work, valuable technical experience, and the opportunity to make a direct impact on the daily success of the UVU community during a consistent afternoon schedule., * 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 the 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 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., * 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.
• 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.