Service Desk Technician - ESD

Utah Valley University is hiring an onsite Enterprise Service Desk Technician in Orem, UT. This role is your chance to be a first-responder for students, faculty, staff, and the public, helping people get back to their day through timely technical assistance, clear communication, and a strong focus on information security.

In this position, you will serve as the first point of contact for support requests, manage incident and service request workflows, troubleshoot first-tier technical issues, and provide basic guidance and training to help users succeed. You will also follow confidentiality procedures and institutional policies, including FERPA, while documenting and tracking each request to resolution.

Responsibilities

• Act as the initial point of contact for students, faculty, staff, and the general public seeking technical assistance or reporting incidents, using multiple channels such as phone calls, chat, in-person support, and user-submitted tickets.
• Assist current and incoming students by guiding them through enrollment services, records, and financial aid topics.
• Troubleshoot, diagnose, and resolve or escalate first-tier issues involving hardware, software, networks, and applications.
• Create, track, and update tickets, working toward prompt resolution and completion with a high level of customer satisfaction.
• Triage incidents and service requests to ensure they are properly recorded and escalated when needed.
• Report critical incidents or complex technical problems according to established procedures and service-level agreements.
• Deliver exceptional customer service by practicing active listening, understanding concerns, and communicating in a clear, user-friendly way.
• Follow confidentiality requirements, including federal and state laws and institutional policies such as FERPA.
• Provide basic training and guidance on technology and software use, including self-help resources and step-by-step support on institutional processes and procedures.
• Promote information security best practices and ensure adherence to IT policies.
• Support the team with other duties as assigned.

Requirements

• Graduation from a standard senior high school (or the equivalent).
• Two years of any combination of computer-related education and/or technical support and customer service experience related to the Summary of Duties.

Knowledge, Skills, and Abilities

• Knowledge of troubleshooting hardware, software, networks, and applications.
• Knowledge of ticket management.
• Knowledge of security best practices and confidentiality.
• Knowledge of higher education processes and procedures.
• Strong customer service, interpersonal skills, active listening, and comprehension.
• Verbal and written communication skills, including the ability to document and keep accurate records.
• Conflict management and de-escalation techniques.
• Ability to work independently and as part of a team, multitask, and manage time effectively.
• Ability to interact effectively with people from a variety of backgrounds and perspectives.
• Ability to explain technical concepts to non-technical users while staying calm and patient in challenging situations.

Compensation: USD $16 to $19 per hour. Location: Orem, UT (onsite). Experience: 2+ years.