DetailsOpen Date 09/06/2024Requisition Number PRN39796BJob Title Technical Support AnalystWorking Title Full-Time Technical Support Analyst (IT Helpdesk)Job Grade EFLSA Code Computer EmployeePatient Sensitive Job Code? NoStandard Hours per Week 40Full Time or Part Time? Full TimeShift DayWork Schedule SummaryRegular HoursRegularly 40 hours per weekON SITE 4 days per week, 1 day remote (as determined by supervisor)REMOTE PHONE SUPPORT : Intermittent Saturday shifts required, 8am-12pm.Generally, every other Saturday, approx. 20 shifts per yearRare event support as needed outside of the regular scheduleGenerally, during a week that a Saturday is required, the following Monday will not be required.VP Area Academic AffairsDepartment 00040 - Info Tech Group (Sch of Bus)Location CampusCity Salt Lake City, UTType of Recruitment External PostingPay Rate Range $48,000Close DateJob SummaryJump start your IT career! Seeking a creative thinker to join our tech passionate Eccles IT support team! Rare opportunity to fill our hybrid support position. An incredible, close-knit team of collaborators will provide a wealth of knowledge-sharing and mentoring to this role. Candidate should have excellent customer service skills, be self-driven, and be able to demonstrate a solid tech-skill foundation to build upon.The Eccles IT Group provides support to an ever-expanding network of academic and student support departments, centers and institutes within the David Eccles School of Business. The helpdesk technician in this role will work with faculty, staff, and PhD students to troubleshoot and resolve problems with computer hardware and software applications on school issued desktops, laptops, and tablets. This position includes troubleshooting AV equipment in classrooms on a daily basis, imaging computers, installing new hardware and software, upgrading or replacing components of desktop computers and laptops, and serving as a helpdesk resource for assigned areas.The Eccles IT Group supports the mission of the Eccles experience to provide a world-class business education with a unique, entrepreneurial focus on real-world scenarios where students put what they learn into practice long before graduation.ResponsibilitiesPrimary ResponsibilitiesProvide on-site classroom support in multiple buildings to remediate or escalate AV problems in real-time as they arise. Requires professional interaction with faculty and staff, often-times in front of large audiences and/or during live Zoom/Teams sessions.Effectively utilize our ITSM ticketing system as an agent, providing clear and accurate documentation. Monitor and respond to incoming requests for support, prioritize and escalate tickets, document resolution steps, record inventory.Provide computer support by troubleshooting and correcting problems on all end user computing equipment issued by the school.Install and upgrade computer hardware and software applications.Provide clear and accurate documentation of service/resolution efforts and inventory information in detail.Organize and manage equipment for checkout.Provide support for computer image design, testing, & implementation.Assist with network support and maintenance as related to end-user computers.Proactively engage in creatively finding and brainstorming improvements including: checklists, improving customer service skills, and finding novel solutions to recurrent problems.Independently prioritize requests and handle concerns of impatient or dissatisfied customers.Understand and abide by license restrictions and confidentiality guidelines in reference to applications and information stored within the network. Specifically, regulations regarding PCI and FERPA data.Stay current with new computer technology and understand how these relate to ongoing problems and strategic planning.Must be able to lift at least 50 lbsAdditional tasks as assigned.Secondary ResponsibilitiesSupport occasional school events outside of regular work hours, including nights and weekends.Assist with inventory, supply management, and equipment checkout.Assist with readying equipment for surplus/retirement.Retrieve packages from the mailroom.Set up equipment for incoming employees and recover equipment from outgoing employees. Assist the Program Assistant on related system setup and removal actions.Minimum QualificationsRequires an associate degree in a related area or equivalency (one year of education can be substituted for two years of related work experience) and 2-5 years of experience in the field or in a related area.Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.PreferencesPreferencesA+ CertifiedAudio Visual (AV) experience in conference rooms, classrooms and event spaces or, experience in a professional setting that had a technical focus on AV equipmentKnowledge of University of Utah systemsDirect Customer Service Experience with an emphasis on phone support and an expectation of superior in-person supportFamiliarity/Experience with: Windows 10, macOS, Microsoft Office Products, SplashTop, Skype for Business, Active Directory, imaging software, virtual machines, JAMFType Benefited StaffSpecial Instructions SummaryAdditional InformationThe University is a participating employer with Utah Retirement Systems (“URS”). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at (801) 581-7447 for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS’ post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or University Human Resource Management at (801) 581-7447 if you have questions regarding the post-retirement rules.This position may require the successful completion of a criminal background check and/or drug screen.The University of Utah values candidates who have experience working in settings with students and patients from all backgrounds and possess a strong commitment to improving access to higher education and quality healthcare for historically underrepresented students and patients.All qualified individuals are strongly encouraged to apply. Veterans’ preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.The University of Utah is an Affirmative Action/Equal Opportunity employer and does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran’s status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Affirmative Action ( OEO /AA). More information, including the Director/Title IX Coordinator’s office address, electronic mail address, and telephone number can be located at: reports may be submitted at oeo.utah.edu This report includes statistics about criminal offenses, hate crimes, arrests and referrals for disciplinary action, and Violence Against Women Act offenses. They also provide information about safety and security-related services offered by the University of Utah. A paper copy can be obtained by request at the Department of Public Safety located at 1658 East 500 South.