Utah Valley University · 3 days ago
Service Desk Technician- ESD
Orem, UT
Part-time
Onsite
Entry Level
$16.14/hr - $18.99/hr
2+ years expUtah Valley University is seeking a Service Desk Technician for their Enterprise Service Desk to support a thriving academic community. The role involves providing high-quality technical support to students, faculty, and staff while ensuring effective issue resolution and promoting information security best practices.
Business DevelopmentEducationFinance
Responsibilities
Serve as the initial point of contact for students, faculty, staff, and the general public seeking technical assistance or reporting incidents
Provide prompt support and effective resolution through various communication channels, including phone calls, chat, in-person interactions, and user-submitted tickets
Guide future, new, transfer, and continuing students on enrollment services, records, financial aid, and other relevant topics
Troubleshoot, diagnose, and escalate or resolve first-tier technical problems, including hardware, software, network, or application-related issues
Create and track tickets to provide prompt resolution of issues
Triage incidents and service requests, ensuring they are properly recorded and escalated when necessary
Report critical incidents or complex technical problems in accordance with established procedures and service level agreements
Ensure that tickets are completed with a high level of customer satisfaction
Deliver exceptional customer service, demonstrating strong interpersonal skills and active listening to understand users' concerns, questions, and technical needs
Communicate information in a clear and understandable manner, adapting communication style to suit the user's level of understanding
Follow confidentiality procedures, including federal and state laws and regulations, as well as institutional policies such as FERPA
Provide users with basic training and guidance on the effective use of technology, software applications, and self-help resources
Promote information security best practices and ensure adherence to IT policies and procedures
Share knowledge and provide step-by-step guidance on institutional processes and procedures
Other duties as assigned
Qualification
Required
Graduation from a standard senior high school or the equivalent
Two years of any combination of computer-related education and/or technical support and customer service experience related to the Summary of Duties
Knowledge in troubleshooting hardware, software, network, and application-related issues
Knowledge in ticket management
Knowledge of security best practices and confidentiality
Knowledge of higher education processes and procedures
Customer service and interpersonal skills
Skills in active listening and comprehension
Verbal and written communication skills
Skills in documentation and record-keeping
Skills in conflict management and de-escalation techniques
Ability to work both independently and as part of a team
Ability to multitask and practice time management
Ability to work well with people of diverse personalities and backgrounds
Ability to communicate technical concepts to non-technical users
Ability to remain calm and patient in challenging situations
Company
Utah Valley University
Utah Valley University is a teaching institution which provides opportunity, promotes student success.
1001-5000 employees
H1B Sponsorship
Utah Valley University has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (9)
2024 (10)
2023 (4)
2022 (11)
2021 (16)
2020 (6)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Utah State Legislature
2021-11-11Grant
Leadership Team
Marilyn Stiborek Meyer
VP, People and Culture
Recent News
TechBuzz News
2025-11-11
Company data provided by crunchbase