IT Support Technician - IT Service 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.

Job Overview

The IT Support Technician - IT Service Desk at the University of Utah plays a crucial role in providing technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. The technician will be responsible for troubleshooting, diagnosing, and resolving technical problems, ensuring that the university’s staff and students experience minimal disruptions to their work and learning environments. This position requires a strong technical background, excellent communication skills, and the ability to work efficiently in a team-oriented atmosphere.

Job Responsibilities

• Respond to IT support requests via phone, email, and in-person, providing superior customer service to users.
• Troubleshoot and resolve hardware and software issues for desktop and laptop computers.
• Assist with the setup, configuration, and maintenance of computer systems and peripherals.
• Document issues and resolutions in the IT ticketing system to maintain accurate records.
• Collaborate with other IT staff to escalate unresolved issues and implement long-term solutions.
• Conduct user training on basic software applications and system features.
• Maintain software inventory and assist with site licenses and renewals.
• Stay updated on new technologies, tools, and best practices in IT support.

Qualifications

• Associate’s degree in Information Technology, Computer Science, or a related field.
• One to two years of experience in IT support, helpdesk, or technical support roles.
• Strong understanding of computer systems, mobile devices, and other technology.
• Proficiency in Windows and Mac operating systems, as well as common software applications.
• Excellent problem-solving and troubleshooting skills.
• Outstanding communication and interpersonal skills.
• Ability to work effectively in a fast-paced and team-oriented environment.

Technologies & Tools

The IT Support Technician will utilize a variety of technologies and tools, such as ticketing systems like ServiceNow or Jira for tracking IT requests, remote desktop software for troubleshooting user issues, and standard office software such as Microsoft Office Suite. Familiarity with network protocols and troubleshooting techniques for LAN/WAN environments is also advantageous. The role may require the use of diagnostic tools for hardware and software analysis.

Ideal Candidates

Ideal candidates for the IT Support Technician position should possess a strong customer service orientation, with a keen ability to understand and resolve user issues effectively. A proactive attitude towards learning and adapting to new technologies is essential. Successful candidates will demonstrate excellent organizational skills, attention to detail, and the capacity to manage multiple tasks simultaneously in a collaborative environment. Being approachable and able to communicate complex technical information in a clear manner will greatly contribute to the success of the technician in this role.