Service Desk Technician- ESD

*Service Desk Technician- ESD** **Salary:** $16.14 - $18.99 Hourly **Job Type:** Part-Time Staff **Job Number:** FY2605073 **Closing:** 10/24/2025 11:59 PM Mountain **Location:** 800 W University Parkway, Orem **Division:** VP Digital Transformation/CIO **Position Announcement** As a valued member of Utah Valley University's Enterprise Service Desk team, you will play a key role in supporting the technology needs of students, faculty, staff, and the community. This position serves as the first point of contact for IT support, providing professional, timely, and knowledgeable assistance through multiple communication channels. You will help ensure that university technology systems run smoothly by documenting, resolving, and escalating incidents, while promoting information security and maintaining confidentiality. This role offers the opportunity to contribute to a collaborative, service-oriented environment where your technical expertise and problem-solving skills make a direct impact on the daily success of the UVU community. You'll gain valuable experience in enterprise systems support, customer service, and cybersecurity awareness-all within an inclusive and innovative institution committed to student success and continuous improvement. **Summary of Responsibilities** • First Point of Contact for Troubleshooting and Issue Resolution: 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. • Incident and Service Request Processing: Create and track tickets, providing prompt resolution to 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. • Customer Service and Communication: 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. • User Training and Education: Provide basic training and guidance to users on the effective use of technology, software applications, and self-help resources. Promote information security best practices and ensure adherence to IT policies. Share knowledge and provide step-by-step guidance on institutional processes and procedures. • Other duties as assigned **Qualifications / Licenses / Certifications** Graduation from a standard senior high school or the equivalent and two years of any combination of computer-related education and/or technical support and customer service experience related to the Summary of Duties. **Knowledge / Skills / Abilities** **Knowledge** • 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. **Skills** • 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. **Abilities** • 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. **EEO Statement:** UVU employment decisions are made on the basis of an applicant's qualifications and ability to perform the job without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, gender expression, age (40 and over), disability, veteran status, pregnancy, childbirth, or pregnancy-related conditions, genetic information, or other bases protected by applicable federal, state, or local law. **To apply, please visit jeid-de6477739b3080489753f6b275f53174 Copyright ©2025 Inc. All rights reserved.

Created: 2025-10-22