Full-Time Technical Support Analyst (IT Helpdesk)

Full-Time Technical Support Analyst (IT Helpdesk)

Job Summary

Jump start your IT career! Seeking a creative thinker to join our tech passionate Eccles IT support team! Rare opportunity to fill our hybrid support position. An incredible, close-knit team of collaborators will provide a wealth of knowledge-sharing and mentoring to this role. Candidate should have excellent customer service skills, be self-driven, and be able to demonstrate a solid tech-skill foundation to build upon.

The Eccles IT Group provides support to an ever-expanding network of academic and student support departments, centers and institutes within the David Eccles School of Business. The helpdesk technician in this role will work with faculty, staff, and PhD students to troubleshoot and resolve problems with computer hardware and software applications on school issued desktops, laptops, and tablets. This position includes troubleshooting AV equipment in classrooms on a daily basis, imaging computers, installing new hardware and software, upgrading or replacing components of desktop computers and laptops, and serving as a helpdesk resource for assigned areas.

The Eccles IT Group supports the mission of the Eccles experience to provide a world-class business education with a unique, entrepreneurial focus on real-world scenarios where students put what they learn into practice long before graduation.

Responsibilities
Primary Responsibilities

• Provide on-site classroom support in multiple buildings to remediate or escalate AV problems in real-time as they arise. Requires professional interaction with faculty and staff, often-times in front of large audiences and/or during live Zoom/Teams sessions.
• Effectively utilize our 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, 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, & 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. Specifically, regulations regarding PCI and FERPA data.
• Stay current with new computer technology and understand how these relate to ongoing problems and strategic planning.
• Must be able to lift at least 50 lbs
• Additional tasks as assigned.

Secondary Responsibilities

• Support occasional school events outside of regular work hours, including nights and weekends.
• Assist with inventory, supply management, and equipment checkout.
• Assist with readying equipment for surplus/retirement.
• Retrieve packages from the mailroom.
• Set up equipment for incoming employees and recover equipment from outgoing employees. Assist the Program Assistant on related system setup and removal actions.

Minimum Qualifications
Requires an associate degree in a related area or equivalency (one year of education can be substituted for two years of related work experience) and 2-5 years of experience in the field or in a related area.

Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.

Preferences
Preferences

• A+ Certified
• Audio Visual (AV) experience in conference rooms, classrooms and event spaces or, experience in a professional setting that had a technical focus on AV equipment
• 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

Special Instructions


Requisition Number: PRN39796B
Full Time or Part Time? Full Time
Work Schedule Summary: Regular Hours· Regularly 40 hours per week· ON SITE 4 days per week, 1 day remote (as determined by supervisor)· REMOTE PHONE SUPPORT: Intermittent Saturday shifts required, 8am-12pm.· Generally, every other Saturday, approx. 20 shifts per year· Rare event support as needed outside of the regular schedule· Generally, during a week that a Saturday is required, the following Monday will not be required.
Department: 00040 - Info Tech Group (Sch of Bus)
Location: Campus
Pay Rate Range: $48,000
Close Date:
Open Until Filled:

To apply, visit https://utah.peopleadmin.com/postings/170827


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