Service Desk Technician- ESD

Overview

Join Utah Valley University’s Enterprise Service Desk and play a vital role in supporting a thriving academic community. As a first-tier technician, you will represent the university in a professional and service-oriented manner while delivering timely, high-quality technical support to students, faculty, staff, and the general public through multiple service channels. This role offers the opportunity to be at the forefront of campus technology, helping others succeed by resolving issues efficiently and ensuring a positive support experience.

This position is ideal for individuals who enjoy problem-solving, collaboration, and continuous learning in a dynamic environment. You will develop and maintain a broad knowledge of call center processes and systems, accurately document and manage incidents and service requests, and know when to escalate issues to ensure effective resolution. In addition, you will contribute to a culture of trust and responsibility by promoting information security best practices and adhering to confidentiality standards, making a meaningful impact on the university’s operations and community every day.

This position is assigned to the morning shift, with scheduled hours from 7:00 am to 12:30 pm.

• First Point of Contact for Troubleshooting and Issue Resolution:
  Serve as the initial point of contact for students, faculty, staff, and the general public seeking technical assistance or reporting incidents. Provide prompt support and effective resolution through various communication channels, including phone calls, chat, in-person interactions, and user-submitted tickets. Guide future, new, transfer, and continuing students on enrollment services, records, financial aid, and other relevant topics. Troubleshoot, diagnose, and escalate or resolve first-tier technical problems, including hardware, software, network, or application-related issues.
• Incident and Service Request Processing:
  Create and track tickets to provide prompt resolution of issues. Triage incidents and service requests, ensuring they are properly recorded and escalated when necessary. Report critical incidents or complex technical problems in accordance with established procedures and service level agreements. Ensure that tickets are completed with a high level of customer satisfaction.
• Customer Service and Communication:
  Deliver exceptional customer service, demonstrating strong interpersonal skills and active listening to understand users' concerns, questions, and technical needs. Communicate information in a clear and understandable manner, adapting communication style to suit the user's level of understanding. Follow confidentiality procedures, including federal and state laws and regulations, as well as institutional policies such as FERPA.
• User Training and
  
  Education:
  
  Provide users with basic training and guidance on the effective use of technology, software applications, and self-help resources. Promote information security best practices and ensure adherence to IT policies and procedures. Share knowledge and provide step-by-step guidance on institutional processes and procedures.
• Other duties as assigned.

• Knowledge in troubleshooting hardware, software, network, and application-related issues.
• Knowledge in ticket management.
• Knowledge of security best practices and confidentiality.
• Knowledge of higher education processes and procedures.

• Customer service and interpersonal skills.
• Skills in active listening and comprehension.
• Verbal and written communication skills.
• Skills in documentation and record-keeping.
• Skills in conflict management and de-escalation techniques.

• Ability to work both independently and as part of a team.
• Ability to multitask and practice time management.
• Ability to work well with people of diverse personalities and backgrounds.
• Ability to communicate technical concepts to non-technical users.
• Ability to remain calm and patient in challenging situations.