Service Desk Technician I- Salt Lake City Office

If you’re passionate about building a better future for individuals, communities, and our country-and you’re committed to working hard to play your part in building that future-consider WGU as the next step in your career. Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families. The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is: Grade: Services 205 Pay Range: $20.33 - $29.51, The Service Desk Technician is responsible for direct support of users contacting the WGU IT Service Desk for assistance with either service requests or incidents as defined in accordance with the Service Desk procedures. They respond to Omnichannel interactions from both students and staff needing technical assistance. Essential Functions and Responsibilities:

• Receive Omnichannel interactions from end users, and create incidents or Service Requests, logging all pertinent information.
• Provides initial assessment, categorization, and prioritization of Incidents and Service Requests and provides initial support, targeting a higher level of first contact resolution.
• Ensures Incidents and Service Requests are properly escalated to appropriate IT support groups.
• Perform hierarchical escalation to Service Desk Management and the IT Leadership Group.
• Maintains ownership of Incidents, ensuring timely entry, updating, Communication and resolution of all issues.
• Adheres to company policies, including attendance, punctuality, and minimum performance
• expectations
• Adheres to confidentiality of student and staff information.
• Performs other related duties as assigned.
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• Ability to work Independently and in Dynamic Environment
• Strong communication, interpersonal, and analytical skills
• Ability and desire to provide excellent customer service to internal customers
• Strong analytical skills balanced with effective communication and excellent customer service skills.
• Exceptional verbal and written communication skills
• Tasks are accomplished by following a defined standard or set of procedures to achieve day to day
• objectives with limited impact on the area.
• The work performed is closely supervised and consists of tasks that are routine and well defined with
• specific instructions to achieve standardized solutions.
• Problems and issues faced are routine and solutions are readily available. There is a well-established and familiar set of activities and/or processes that will derive a solution.
• There is a responsibility for checking data and information for minor changes.
• Communication with contacts within the job area is typical, and information that is provided or obtained requires little explanation or interpretation., * 1-2 years of related experience or similar training and development.
• Requires basic knowledge of technical processes and procedures, including basic troubleshooting theory.
• Appropriate Technical Support experience and knowledge required for Tier 1 Technicians
• Familiarity with Windows and MacOS platforms
• Understanding of mainstream Internet Browser troubleshooting.
• High School Diploma or GED

Department Minimums

• Candidate must reside within commuting distance (30 min’s) of WGU offices (Salt Lake City, UT).
• This position offers a hybrid working model requiring at least 60% in office (3/5 days per week) and may be altered at Leadership discretion to meet the needs of the business, to staff specific projects, or to address performance concerns.
• Requires employee to consistently meet department/role-specific performance metrics.

Preferred Qualifications:

• 6 months of related technical or contact center work experience.
• ServiceNow and Salesforce ticketing system experience
• CompTIA A+, Google IT Support Certification or equivalent
• ITIL Foundations V3 or higher, * Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

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