Job Details

IT Support/Help Desk Technician I

Position Number: 7020078
Location: Salt Lake City, UT
Position Type: Computing - Support and Training

IT Support/Help Desk Technician I

Job Summary

IT Support / Help Desk Technician I

University Information Technology (UIT) has an opening for a full-time, benefited help desk agent position. Until further notice, this position is eligible for hybrid or on-site work from within the state of Utah. Please note that this position requires on-site training and, occasionally, on-site work.

The IT Support/Help Desk Tech I is the first point of contact for callers (guest, student, faculty, staff, affiliate) seeking support for computer hardware/software, security, account permissions, and network issues. Diagnoses the issues to determine root cause and seeks to resolve the issue at point of contact by using knowledge management articles and front-line troubleshooting efforts. When appropriate, dispatches requests to solution providers and escalates to advanced staff. Tracks and documents problems and solutions. This position will report directly to the UIT Help Desk manager.

This job description is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to the job.

About UIT: University Information Technology (UIT), the central IT service provider for the University of Utah, reports to the U's Chief Information Officer and is responsible for many of the U's shared IT services including the wired and wireless network; Campus Information Services (CIS) portal; UMail, telephone, and online collaboration; digital learning technologies; information security; software licensing; and a host of other IT systems and services.

About the University of Utah: Located in Salt Lake City, the U is the flagship institution of the State of Utah's system of higher education, home to arts and museum venues and a member of the BIG-12 Conference. Skiing and snowboarding opportunities are a short distance from campus, and opportunities to pursue activities from biking to hiking to fishing abound. Salt Lake City is home to the Utah Symphony and Opera, Ballet West, professional sports teams, and a wide range of other cultural and recreational activities.

The University of Utah offers a comprehensive benefits package for eligible employees including:

Excellent health, dental, and wellness coverage at affordable rates
14.2% retirement contributions
Generous paid leave time
11 paid holidays per year
50% tuition reduction for employees after completing probationary period, and spouse, and dependent children after three years
Flex spending accounts
Free transit on most UTA services
Employee discounts on a variety of products and services including cell phones & plans, entertainment, health and fitness, restaurants, retail, and travel
Professional development opportunities
A wellness program to promote health and quality of life
Learn more about the great benefits of working for University of Utah: benefits.utah.edu

For more information regarding how our salary and benefit offerings impact the overall compensation here at the University of Utah, please see our Total Compensation Calculator: https://www.hr.utah.edu/comp/totalcomp.php

Responsibilities
IT Support / Help Desk Technician I
* Serve as the first point of contact for all inbound support requests (phone, chat, support portals, or ticketing system).
* Provide basic troubleshooting for hardware, software, account, and network-related issues.
* Follow knowledge management articles and standard operating procedures to diagnose and resolve incidents at first contact.
* Document all issues, steps taken, and outcomes clearly and accurately in the ticketing system.
* Escalate or dispatch incidents to appropriate teams when resolution is outside of scope.
* Maintain professionalism and excellent customer service in all user interactions.
* Contribute feedback to improve knowledge base articles and support processes.

Minimum Qualifications
EQUIVALENCY STATEMENT: 1 year of higher education can be substituted for 1 year of directly related work experience (Example: bachelor's degree = 4 years of directly related work experience).
Department may hire employee at one of the following job levels:
IT Support / Help Desk Technician, I: Requires little to no related experience.

Preferences
* Strong customer service and communication skills, with the ability to translate technical concepts into simple terms.
* Basic understanding of Windows and macOS operating systems.
* Familiarity with common productivity software (Microsoft 365, web browsers, email clients).
* Fundamental knowledge of basic networking concepts (e.g., Wi-Fi connectivity, Ethernet basics, VPN usage, troubleshooting internet access).
* Familiarity with account management tasks, including password resets, multifactor authentication (2FA), and basic access troubleshooting.
* Comfort using a ticketing system to track and document work.
* Knowledge of and experience with the University of Utah's campus structure, systems, and operational environment.

Special Instructions

Requisition Number: PRN44499B
Full Time or Part Time? Full Time
Work Schedule Summary: Monday - Thursday 9 a.m. - 6 p.m., Saturday 8 a.m. - 6 p.m.
Department: 01555 - UIT INFRASTRUCTURE & OPS
Location: Campus
Pay Rate Range: $17.00/hr
Close Date: 4/3/2026
Open Until Filled:

To apply, visit https://utah.peopleadmin.com/postings/198019