IT Support Technician - Business Process Analyst

University of Utah Health•Salt Lake City, UT

About The Position

The IT Support Technician is a student position in the University of Utah’s sUdo (Student University Development Opportunity) Program, which provides paid internships and hands-on work experience with teams within University of Utah Information Technology. The role supports service management and process improvement in an enterprise environment, with guidance from senior team members. Current University of Utah students are preferred. The position involves learning and supporting service management processes, collecting documentation and metrics, tracking KPIs for a large enterprise virtual environment, engaging stakeholders about service issues, and helping teams improve operations. The employee prepares detailed reports and assists with implementation and installation guidelines. Work takes place in a healthcare setting and may involve moving equipment and working in narrow aisles or passageways.

Requirements

Currently enrolled in an applicable, accredited program.
Ability to read and understand technical manuals and schematics.
Effective verbal and written communication skills.
Strong interpersonal and customer service skills, including the ability to work efficiently in a team environment.
High proficiency in effective problem solving.
Specific knowledge of TCP/IP, MS SMS, MS SharePoint, Active Directory, network security, server operating systems, programming languages, databases, and related areas.
Ability to lift and carry equipment of various weights and diameters.
Ability to climb a stepladder.
Ability to meet the position’s physical requirements with or without an accommodation, including carrying, climbing, color determination, crawling, far and near vision, lifting, listening, manual dexterity, pushing or pulling, reaching, sitting, speaking, standing, stooping or crouching, tasting or smelling, and walking.

Nice To Haves

Current University of Utah students are preferred.

Responsibilities

Become familiar and competent with service management processes through instruction from senior team members.
Assist with collecting documentation and managing processes as directed by senior team members.
Understand, follow, and implement appropriate change management controls.
Engage stakeholders in robust conversations about service issues.
Collect metrics to manage processes.
Track Key Performance Indicators (KPIs) for a large enterprise virtual environment.
Meet regularly with IT teams to facilitate process improvement and prioritize multiple projects.
Prepare accurate, detailed reports that include specifications, timelines, status, and individual responsibilities.
Assist with documenting implementation and installation guidelines as directed by senior team members.
Develop dashboards to help teams manage operations and metrics.