Technician- Enterprise Service Desk (Part-Time, Variable Hour)
Location
Provo, UT | United States
Job description
Salary: $15.55 Hourly
Location : 800 W University Parkway, Orem
Job Type: Part-Time Staff
Job Number: FY2402362
Division: VP Digital Transformation/CIO
Opening Date: 02/23/2024
Closing Date: 3/8/2024 11:59 PM Mountain
First Review Date: 03/01/2024
Required Documents Needed to Apply: Resume
Applicant Support: 1-855-524-5627
[email protected] Position Announcement Utah Valley University is seeking a part-time Technician! The Technician represents the university in a professional manner while providing first-tier support for the institution as a technician in the Enterprise Service Desk. This position provides support through various modes of service to students, faculty, staff, and the general public. Maintains knowledge of all call center processes and systems. Promptly responds to, documents, escalates or resolves incidents, and service requests. Promote information security best practices, and follow confidentiality procedures.
Summary of Responsibilities - First Point of Contact for Troubleshooting and Issue Resolution: Serve as the initial point of contact for students, faculty, staff, and 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 regarding enrollment services, records, financial aid, etc. 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, providing prompt resolution to issues. Triage incidents and service requests, ensuring they are properly recorded and escalated when necessary. Report critical incidents or complex technical problems, following 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, and institutional policies, including FERPA.
- User Training and Education: Provide basic training and guidance to users on the effective use of technology, software applications, and self-help resources. Promote information security best practices and ensure adherence to IT policies. Share knowledge and provide step-by-step guidance on institutional processes and procedures.
- Other duties as assigned
Minimum Qualifications Graduation from a standard senior high school or the equivalent and two years of any combination of computer-related education and/or technical support and customer service experience related to the Summary of Duties.
Knowledge, Skill, and Abilities Knowledge
- 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.
Skills
- 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.
Abilities
- Ability to work both independently and as part of a team.
- Ability to multi-task 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.
EEO Statement: UVU employment decisions are made on the basis of an applicant's qualifications and ability to perform the job without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age (40 and over), disability, veteran status, pregnancy, childbirth, or pregnancy-related conditions, genetic information, or other bases protected by applicable federal, state, or local law.
Utah Valley University's dedication to exceptional care offers quality service and benefits to employees while staying committed to meeting the needs of a diverse workforce.
Although part-time and adjunct (less than 30 hours per week) employees are ineligible from the full-time employee benefits package, the university is pleased to offer the following:
- Undergraduate tuition remission benefit:
- Part-time: waives 100 percent of tuition and general student fees for up to 3 credit hours or 1 course after 6 consecutive months of employment and a minimum of 480 hours worked (dependents do not qualify)
- Adjunct: waives 100 percent of tuition and general student fees for one course per semester in which there is an active teaching assignment at the university (dependents do not qualify)
- Access to the Employee Assistance Program (EAP)
- Access to Campus Recreation and Wellness
- Exclusive cash rewards through Utah Community Credit Union's (UCCU) branch on UVU's campus when becoming a member
01
What is your highest level of education?
- High School or equivalent
- Associates
- Bachelors
- Masters
- Ph.D.
- Ph.D. (abd)
- Juris Doctorate
02
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