Service Desk Technician I- Salt Lake City Office

Western Governors University•Salt Lake City, UT

1d•Hybrid

About The Position

The Service Desk Technician is responsible for direct support of users contacting the WGU IT Service Desk for assistance with either service requests or incidents as defined in accordance with the Service Desk procedures. They respond to Omnichannel interactions from both students and staff needing technical assistance. This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.

Requirements

1-2 years of related experience or similar training and development.
Requires basic knowledge of technical processes and procedures, including basic troubleshooting theory.
Appropriate Technical Support experience and knowledge required for Tier 1 Technicians
Familiarity with Windows and MacOS platforms
Understanding of mainstream Internet Browser troubleshooting.
High School Diploma or GED
Candidate must reside within commuting distance (30 min's) of WGU offices (Salt Lake City, UT).
This position offers a hybrid working model requiring at least 60% in office (3/5 days per week) and may be altered at Leadership discretion to meet the needs of the business, to staff specific projects, or to address performance concerns.
Requires employee to consistently meet department/role-specific performance metrics.

Nice To Haves

6 months of related technical or contact center work experience.
ServiceNow and Salesforce ticketing system experience
CompTIA A+, Google IT Support Certification or equivalent
ITIL Foundations V3 or higher

Responsibilities

Receive Omnichannel interactions from end users, and create incidents or Service Requests, logging all pertinent information.
Provides initial assessment, categorization, and prioritization of Incidents and Service Requests and provides initial support, targeting a higher level of first contact resolution.
Ensures Incidents and Service Requests are properly escalated to appropriate IT support groups.
Perform hierarchical escalation to Service Desk Management and the IT Leadership Group.
Maintains ownership of Incidents, ensuring timely entry, updating, Communication and resolution of all issues.
Adheres to company policies, including attendance, punctuality, and minimum performance expectations
Adheres to confidentiality of student and staff information.
Performs other related duties as assigned.
May participate in peripheral projects, including not limited to employee engagement, knowledge base creation and maintenance, training, data gathering and reporting.