Service Desk Technician - ESD

Utah Valley University•Main Campus - Orem, UT

About The Position

The Service Desk Technician works on Utah Valley University’s Enterprise Service Desk, providing front-line technical assistance to students, faculty, staff, and community members. The role supports users through phone, chat, in-person interactions, and submitted tickets, and helps ensure they have the tools and resources needed to succeed in a higher education environment. The technician troubleshoots and resolves or escalates first-tier hardware, software, network, and application issues; processes incidents and service requests; and provides clear, customer-focused communication. The position also guides students on enrollment services, records, and financial aid; provides basic technology training; shares institutional process guidance; and promotes information security and confidentiality. The role offers hands-on experience across a range of systems and technologies while contributing to UVU’s service-oriented culture.

Requirements

Graduation from a standard senior high school or equivalent.
Two years of any combination of computer-related education and/or technical support and customer service experience related to the duties.
Knowledge of troubleshooting hardware, software, network, and application-related issues.
Knowledge of ticket management, security best practices, confidentiality, and higher education processes and procedures.
Customer service and interpersonal skills; active listening and comprehension; verbal and written communication; documentation and record-keeping; and conflict management and de-escalation skills.
Ability to work independently and as part of a team; multitask and manage time; build positive working relationships with people from diverse backgrounds and perspectives; explain technical concepts to non-technical users; and remain calm and patient in challenging situations.

Responsibilities

Serve as the initial point of contact for technical assistance and incident reports from students, faculty, staff, and the general public.
Provide support and issue resolution through phone calls, chat, in-person interactions, and user-submitted tickets.
Guide future, new, transfer, and continuing students regarding enrollment services, records, financial aid, and related matters.
Troubleshoot, diagnose, resolve, or escalate first-tier hardware, software, network, and application issues.
Create and track tickets, triage incidents and service requests, and ensure they are accurately recorded and escalated when necessary.
Report critical incidents and complex technical problems according to established procedures and service-level agreements.
Complete tickets while maintaining a high level of customer satisfaction.
Provide attentive customer service and communicate clearly in ways suited to users’ level of understanding.
Follow confidentiality procedures, including applicable federal and state laws and regulations and institutional policies such as FERPA.
Provide basic training and guidance on technology, software applications, and self-help resources.
Promote information security best practices and adherence to IT policies.
Share knowledge and provide step-by-step guidance on institutional processes and procedures.
Perform other duties as assigned.