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Help Desk Agent Jobs

Company

University of Utah
Address , Salt Lake City, 84112, Ut
Employment type FULL_TIME
Salary $17 an hour
Expires 2023-06-27
Posted at 1 year ago
Job Description

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

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 (one year of education can be substituted for two years of related work experience). 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
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.

To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Affirmative Action:

Director/ Title IX Coordinator
Office of Equal Opportunity and Affirmative Action (OEO/AA)
383 University Street, Level 1 OEO Suite
Salt Lake City, UT 84112
801-581-8365
[email protected]
Online reports may be submitted at oeo.utah.edu
For more information: https://www.utah.edu/nondiscrimination/
To inquire about this posting, email: [email protected] or call 801-581-2300.

The University is a participating employer with Utah Retirement Systems (“URS”). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at (801) 581-7447 for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS’ post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or University Human Resource Management at (801) 581-7447 if you have questions regarding the post-retirement rules.

This position may require the successful completion of a criminal background check and/or drug screen.

https://safety.utah.edu/safetyreport This report includes statistics about criminal offenses, hate crimes, arrests and referrals for disciplinary action, and Violence Against Women Act offenses. They also provide information about safety and security-related services offered by the University of Utah. A paper copy can be obtained by request at the Department of Public Safety located at 1658 East 500 South.

Posting Specific Questions

Required fields are indicated with an asterisk (*).

  • * Do you have a related Associate's degree or equivalency? (2 years related work experience may be substituted for 1 year of education)
    • Yes
    • No
  • No
  • Yes
  • 1 year or more, but less than 2 years
  • 2 year or more, but less than 4 years
  • 6 years or more
  • * How many years of related work experience do you have?
    • Less than 1 year
    • 1 year or more, but less than 2 years
    • 2 year or more, but less than 4 years
    • 4 years or more, but less than 6 years
    • 6 years or more
  • Less than 1 year
  • 4 years or more, but less than 6 years
  • * How did you hear about this position?
    • University of Utah Web Page
    • Internet: search engine, online job board, etc
    • University of Utah employee referral
    • Career Services/Campus Job Fair
    • Community/Government Agency
    • Other/Unknown
  • Career Services/Campus Job Fair
  • Community/Government Agency
  • Internet: search engine, online job board, etc
  • University of Utah employee referral
  • University of Utah Web Page
  • Other/Unknown
  • * How did you hear about this position? - University of Utah web page - Online - University of Utah employee referral - Career Services / Job Fair - Community / Government Agency - Other (Open Ended Question)

Applicant Documents

Required Documents
  • Resume
Optional Documents
  • Cover Letter
  • Appropriate discharge document (such as a DD-214 – Member Copy 4) – Veteran Only – Call 801.581.2169
  • Addendum to the University of Utah - Veteran Only - Call 801.581.2169 after submission

Open Date
04/27/2023

Requisition Number
PRN34730B

Job Title
Computer Assistant

Working Title
Help Desk Agent

Job Grade
C

FLSA Code
Nonexempt

Patient Sensitive Job Code?
No

Standard Hours per Week
40

Full Time or Part Time?
Full Time

Shift
Day

Work Schedule Summary

VP Area
President

Department
01555 - UIT INFRASTRUCTURE & OPS

Location
Campus

City
Salt Lake City, UT

Type of Recruitment
External Posting

Pay Rate Range
$17/hour

Close Date

Open Until Filled
Yes