IT Support / Help Desk Technician

IT Support / Help Desk Technicians The HCI Help Desk is the central point of contact for all event support requests for the Huntsman Cancer Hospital and Huntsman Cancer Institute. The role of the Computer Support Technician is to provide general IT support for end users throughout Huntsman Cancer Institute.

Huntsman Cancer Institute is committed to cancer prevention, care, and survivorship for all communities within the area we serve - which includes Idaho, Montana, Nevada, Utah, and Wyoming - with impact worldwide.

In your cover letter or during your interview process, we invite you to share how your professional experiences have prepared you to serve as a member of our team as we work to reduce the cancer burden experienced by all people and communities. This may include description of your prior experiences related to research, prevention, clinical care, community engagement/outreach, training, administration, or other areas relevant to Huntsman Cancer Institute’s mission and this position.

Learn more about the great benefits of working for University of Utah: benefits.utah.edu The department may choose to hire at any of the below job levels and associated pay rates based on their business need and budget., * Provide core IT/Help Desk support, including but not limited to, imaging and setting up computers, troubleshooting desktops and laptops (Windows and MAC OS), tablets, printers, handheld scanners, label printers, Cisco IP phones, and various other hardware and software within the hospital and research environments.

• Provide backup support for event requests, as needed.
• Event support includes but is not limited to helping users start/connect to virtual meetings, connect computers to projectors, TVs and other equipment, and helping users with various Polycom systems.
• Adhere to administrative tasks and workflow including but not limited to

• Review and address ServiceNow tickets in a timely manner o Add appropriate notes to the ticket while working with the user.

• Communicate to the user within the time specified.
• Update inventory appropriately when handling computer equipment for deployment, surplus, ISO alerts, moves or replacements and other items.
• Return all computer equipment, tools and other necessary items to the public storage area for HCI IT.
• Update the ticket system with notes from ticket submission through ticket resolution.
• Provide technical and other support for projects led by other departmental staff.
• Interface with vendor(s) for audio/visual repairs, new purchases and or replacement equipment.
• Share important support, vendor and other technical information with the HCI IT helpdesk and document the information in the knowledge base.
• Ensure customer satisfaction with timely, accurate, professional service and support.
• Coordinate escalation of issues to the network and server teams as needed., * Other duties as required.

• Ability to see, and speak, hear, write, and understand English.
• Sustained attention to detail.
• Prolonged sitting and repetitive motion due to extended computer use.
• Minimal physical exertion.

• Must be able to lift 40 pounds, EQUIVALENCY STATEMENT: 1 year of higher education can be substituted for 1 year of directly related work experience (Example: bachelor’s degree = 4 years of directly related work experience). Department may hire employee at one of the following job levels: IT Support / Help Desk Technician, II: Requires at least 1 year of related experience. Preferences

• Able to read, write, and speak English fluently.
• Excellent customer service skills.
• Strong teamwork and interpersonal skills.
• Excellent verbal and written communication skills and ability to express complex technical concepts in terms that the business unit can understand.
• Intermediate to expert level Windows OS troubleshooting and problem resolution skills.
• Macintosh OS troubleshooting and problem resolution skills.
• Thrives in a somewhat unstructured hands-on environment that demands a consultative approach spanning multiple environments while maintaining a professional and empathetic demeanor.
• Knowledge sharing and coaching capabilities., The University of Utah values candidates who have experience working in settings with students and possess a strong commitment to improving access to higher education., + High School Diploma or Equivalent
• Associate Degree
• Bachelor’s Degree
• Master’s Degree
• Doctorate Degree 2. * How many years of related work experience do you have?
• Less than 2 years
• 2 years or more, but less than 4 years
• 4 years or more, but less than 6 years
• 6 years or more, but less than 8 years
• 8 years or more, but less than 10 years
• 10 years or more, but less than 12 years
• 12 years or more, but less than 14 years
• 14 years or more 3. Do you have any current relatives working in HCI? (Open Ended Question)

• General climate controlled office environment.
• Low noise level.
• Prolonged sitting and repetitive motion due to extended computer use.
• Frequent exposure to hospital and research lab environments.
• Stress related to conflicting priorities and meeting schedule deadlines.
• Daily, professional communication with users of varying IT abilities.