IT Support Technician - Service Desk - Remote

The State of Utah Division of Technology Services (DTS) is seeking a highly motivated and customer-oriented IT Support Technician to join our team. In this role, you will provide exceptional technical support to users across State agencies, assisting with a wide range of issues related to computer hardware, software, operating systems, and agency-specific systems. The role includes assisting general public users with state resource login issues.

This is currently a full time Telework position. Telework eligibility is determined by agency management and may be subject to change at their discretion at any time for operational or business reasons.

Key Responsibilities

Key responsibilities and day to day responsibilities of this position:

• Provide timely and effective technical support to users via phone, email, and in-person.
• Troubleshoot and resolve a variety of technical issues, including hardware and software malfunctions, network connectivity problems, and application errors.
• Install, configure, and maintain software applications.
• Document and track all support requests and resolutions.
• Participate in ongoing training and professional development to stay abreast of emerging technologies.
• Contribute to a positive and collaborative team environment., * Provide timely and effective technical support to users via phone, email, and in-person.
• Troubleshoot and resolve a variety of technical issues, including hardware and software malfunctions, network connectivity problems, and application errors.
• Install, configure, and maintain software applications.
• Document and track all support requests and resolutions.
• Participate in ongoing training and professional development to stay abreast of emerging technologies.
• Contribute to a positive and collaborative team environment., In Utah, we believe hard work is important, but balance is essential. Finding work/life balance is a vital element to our culture. To find out more about WHY Utah, click here. Other benefits may include:
• Job Stability: Enjoy the security and reliability of employment within a well-established organization.
• Career Growth: Develop valuable skills and gain opportunities for leadership within a large organization.
• Meaningful Work: Contribute to an important service that benefits the community and supports organizational goals.
• Supportive Work Environment: Be part of a team that values cooperation, strong work ethics, and mutual support.

The Agency Division of Technology Services (DTS): The State’s environment is a highly optimized blend of systems responsible for collecting, processing, and distributing millions of data elements daily. Learn more about DTS.

Do you have experience in ServiceNow?, * Experience: Minimum of 2 years of experience in a Call Center/Help Desk environment.

• Technical Expertise: Minimum of 6 months of experience with Genesys Cloud, Google Applications, and ServiceNow, with a proven ability to document technical issues and procedures.
• Customer Service Excellence: Proven ability to provide exceptional customer service, including strong communication, active listening, and a focus on customer satisfaction.
• Problem-Solving Skills: Demonstrated ability to identify, diagnose, and resolve technical problems effectively, escalating issues when necessary.
• Virtual Agents: Experience developing Virtual Agents, preferably within the ServiceNow platform.
• Active Directory: Ability to work within Active Directory, including the setup and management of user accounts.

3.63.6 out of 5 stars Taylorsville, UT 84129 Remote $26.16 - $40.06 an hour - Full-time