Job Summary
University Information Technology ( UIT ) has an opening for a full time benefitted help desk agent position. Until further notice, this position is telecommuting following on-site training.
Responsibilities
The incumbent for this position is the first point of contact for callers (student, faculty, staff) seeking support for computer hardware/software, phone, and network communications issues. Diagnoses the issues to determine root cause and seeks to resolve the issue at point of contact by using knowledge management articles and front line troubleshooting efforts. When appropriate, dispatches requests to solution providers and escalates to advanced staff. Tracks and documents problems and solutions; and maintains customer contact from initial call through to satisfactory closure. This position will report directly to the UIT Help Desk Manager. This position will handle University campus issues exclusively.
This job description is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.
Work Environment and Level of Frequency typically required
Nearly Continuously: Office environment.
Physical Requirements and Level of Frequency that may be required
Nearly Continuously: Sitting, hearing, listening, talking. Often:
Repetitive hand motion (such as typing), walking.
Seldom: Bending, reaching overhead.
Minimum Qualifications
Associate’s degree in a computer related field or equivalency (2 years related work experience may be substituted for 1 year of education). Two years of related experience preferred. Demonstrated computer skills, human relations and effective communication skills are required.

Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.
Preferences

Previous call center or customer service experience preferred.
Type Benefited Staff
Special Instructions Summary
Additional Information
About UIT: University Information Technology (UIT), the central IT service provider for the University of Utah, reports to the U’s Chief Information Officer and is responsible for many of the U’s shared IT services including the wired and wireless network; Campus Information Services (CIS) portal; UMail, telephone, and online collaboration; high performance and research computing; information security; software licensing; and a host of other IT systems and services.

UIT is committed to creating a workplace culture that values equity, diversity, and inclusion (EDI), and we believe that everyone plays a role in fostering EDI, every day. EDI isn’t just the right thing for our employees and the university community; it’s also the smart thing. It empowers us to provide the best IT services for our students and their families, staff, faculty, clinicians, and patients and their families.

About the University of Utah: Located in Salt Lake City, the U is the flagship institution of the State of Utah’s system of higher education, home to arts and museum venues and a member of the Pac-12 Conference. Skiing and snowboarding opportunities are a short distance from campus, and opportunities to pursue activities from biking to hiking to fishing abound. Salt Lake City is home to the Utah Symphony and Opera, Ballet West, professional sports teams, and a wide range of other cultural and recreational activities.

University of Utah Benefits
· Health, dental, and wellness coverage
· Automatic and immediately vested 14.2% employer contribution to personal retirement account (401a)
· Free public transportation pass (Utah Transit Authority)
· Paid leave time
· Reduced tuition benefits for employee and family members
· More information: https://www.hr.utah.edu/benefits/

The University of Utah values candidates who have experience working in settings with students from diverse backgrounds and possess a strong commitment to improving access to higher education for historically underrepresented students.


Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities and protected veterans are encouraged to apply. Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.


The University of Utah is an Affirmative Action/Equal Opportunity employer and does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran’s status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.