Full-Time Technical Support Analyst (IT Helpdesk)

$48,000 - $48,000/Yr

University of Utah Health - Salt Lake City, UT

Full-time - Entry Level

Salt Lake City, UT

Hospitals

About the position

The University of Utah Health is seeking a Full-Time Technical Support Analyst to join the Eccles IT support team. This position is an excellent opportunity for individuals looking to jumpstart their IT careers in a dynamic and supportive environment. The role involves providing technical support to faculty, staff, and PhD students, focusing on troubleshooting and resolving issues related to computer hardware and software applications on school-issued devices, including desktops, laptops, and tablets. The successful candidate will be part of a close-knit team that emphasizes knowledge-sharing and mentoring, fostering a collaborative atmosphere where creativity and problem-solving are encouraged. In this hybrid support position, the Technical Support Analyst will be responsible for on-site classroom support, addressing AV problems in real-time, and ensuring smooth operation during live sessions. The role requires effective use of the ITSM ticketing system to document support requests, prioritize issues, and maintain accurate records of service efforts and inventory. The analyst will also engage in proactive problem-solving, contributing to the development of checklists and improving customer service skills. Additionally, the position involves staying current with new technologies and understanding their implications for ongoing support and strategic planning. The Eccles IT Group plays a vital role in supporting the mission of the David Eccles School of Business, which aims to provide a world-class business education with a focus on real-world applications. The Technical Support Analyst will contribute to this mission by ensuring that all technology-related issues are resolved efficiently and effectively, thereby enhancing the educational experience for students and faculty alike.

Responsibilities

• Provide on-site classroom support in multiple buildings to remediate or escalate AV problems in real-time as they arise.
• Effectively utilize the ITSM ticketing system as an agent, providing clear and accurate documentation.
• Monitor and respond to incoming requests for support, prioritize and escalate tickets, document resolution steps, and record inventory.
• Provide computer support by troubleshooting and correcting problems on all end-user computing equipment issued by the school.
• Install and upgrade computer hardware and software applications.
• Provide clear and accurate documentation of service/resolution efforts and inventory information in detail.
• Organize and manage equipment for checkout.
• Provide support for computer image design, testing, and implementation.
• Assist with network support and maintenance as related to end-user computers.
• Proactively engage in creatively finding and brainstorming improvements including checklists, improving customer service skills, and finding novel solutions to recurrent problems.
• Independently prioritize requests and handle concerns of impatient or dissatisfied customers.
• Understand and abide by license restrictions and confidentiality guidelines in reference to applications and information stored within the network.
• Stay current with new computer technology and understand how these relate to ongoing problems and strategic planning.
• Support occasional school events outside of regular work hours, including nights and weekends.

Requirements

• Associate degree in a related area or equivalent (one year of education can be substituted for two years of related work experience).
• 2-5 years of experience in the field or in a related area.
• Demonstrated potential ability to perform the essential functions of the job.

Nice-to-haves

• A+ Certified
• Audio Visual (AV) experience in conference rooms, classrooms, and event spaces.
• Knowledge of University of Utah systems.
• Direct Customer Service Experience with an emphasis on phone support and an expectation of superior in-person support.
• Familiarity/Experience with Windows 10, macOS, Microsoft Office Products, SplashTop, Skype for Business, Active Directory, imaging software, virtual machines, JAMF.

Benefits

• Retirement plan
• Health insurance
• Paid holidays
• Flexible scheduling
• Professional development opportunities