IT Support Technician - Help Desk

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Written by AI from the job title and company, not by University of Utah, so some details may not match this job. The employer's own page has the real description.

Position Overview

The IT Support Technician - Help Desk at the University of Utah is tasked with providing comprehensive technical support to students, faculty, and staff across a variety of computing environments. This role involves troubleshooting hardware and software issues, assisting with account management, and providing training to users on various technologies and tools. The IT Support Technician will play a key role in ensuring smooth IT operations and maintaining high standards of customer service within the university community.

Job Responsibilities

• Provide first-line support for technical issues via phone, email, and in-person interactions.
• Troubleshoot hardware and software problems and escalate more complex issues when necessary.
• Assist users with account access, password resets, and other login-related inquiries.
• Document all support requests and solutions in the ticketing system meticulously.
• Install, configure, and maintain computers, printers, and other peripherals.
• Conduct basic training sessions for users on various software applications and IT tools.
• Participate in the development of user guides and technical documentation.
• Coordinate with other IT department members to achieve efficient service delivery.

Qualifications

• Associate's degree in Information Technology, Computer Science, or a related field; bachelor's degree preferred.
• Minimum of 1-2 years of experience in a technical support or help desk role.
• Strong understanding of computer systems, mobile devices, and other tech products.
• Proficiency in Windows and Mac operating systems; familiarity with Linux is a plus.
• Excellent communication and interpersonal skills, with a customer-centric approach.
• Ability to work effectively both independently and as part of a team.
• Familiarity with remote support tools and ticketing systems.

Technologies & Tools

The IT Support Technician will utilize various technologies and tools essential for troubleshooting and assisting users effectively. Commonly used software includes ticketing systems such as ServiceNow or Zendesk, remote access tools like TeamViewer or AnyDesk, and standard office applications including Microsoft Office Suite. Additionally, involvement with hardware diagnostics and management software will be a regular part of daily tasks.

Ideal Candidates

Ideal candidates for the IT Support Technician position will demonstrate a proactive attitude towards problem-solving and a passion for technology and customer service. They should possess strong analytical skills and be capable of handling multiple tasks effectively. Essential characteristics include patience, empathy, and the ability to communicate technical information clearly to non-technical users. The ability to work in a fast-paced environment while maintaining professionalism and a positive demeanor will further enhance the success of candidates in this role.