Desktop Support

University of Utah Health•Salt Lake City, UT

About The Position

The Desktop Support position reviews, analyzes, and evaluates information technology systems operations; determines user needs and requirements; and recommends ways to improve systems. It serves as the primary point of contact between users and engineering/development staff. The position has no responsibility for providing patient care. University of Utah Health is a patient-focused organization committed to enhancing health and well-being through patient care, research, and education. Its mission is supported by a culture of collaboration, excellence, leadership, and respect, and by values including compassion, innovation, responsibility, integrity, quality, and trust. The University of Utah is a Level 1 Trauma Center with five hospitals and eleven clinics.

Requirements

Associate's degree in Computer Science or equivalent.
Basic knowledge of system design and analysis.
Proficiency with desktop operating system environments and basic desktop application suites, including word-processing, spreadsheet, and email applications.
Ability to communicate effectively with employees at all organizational levels.
Demonstrated human relations and communication skills, and ability to work in a team environment.
Strong commitment to excellence in service.
Ability to meet the stated physical requirements, with or without accommodation.

Nice To Haves

IT help desk experience.
Knowledge of and experience in health care.
Familiarity with patient and hospital applications and practices.

Responsibilities

Assess, triage, resolve, and close complex and varied IT incidents handled through the ServiceNow Application Suite.
Review incident-management activities daily and provide end users with timely problem-solving and desktop-level technical support.
Collaborate routinely with other ITS staff on troubleshooting, problem resolution, unit coverage, product recommendations, and projects.
Roll out new machines, cascade existing equipment, and disseminate new standards.
Assist with maintaining inventory records in ServiceNow for technology chargeback.
Resolve configuration conflicts and improve software performance and user satisfaction.
Assess needs, review products, advise on software and hardware procurement, and make recommendations to end users and IT management.
Perform institutional upgrades and sweeps as needed, following ITS procedures for installation and machine configuration.
Participate on a limited basis in location and shift rotation with the Client Support team.
Participate in the Client Support team on-call rotation.
Participate in regular one-to-one meetings with the Client Management Principal and Team Lead.