IT Support / Help Desk Technicians

Edtech.com's Summary

University of Utah is hiring an IT Support / Help Desk Technician I. This full-time role provides first-level support by troubleshooting hardware, software, network, and account issues for university guests, students, faculty, and staff, and escalating complex problems to advanced teams while documenting all resolutions.

Highlights

Serve as first point of contact for inbound IT support requests via phone, chat, portals, or ticketing system.
Perform basic troubleshooting for computer hardware, software, account permissions, and network connectivity.
Use knowledge management resources and follow standard procedures to resolve issues at first contact.
Document issues clearly and track resolution steps in the ticketing system.
Escalate complex incidents to appropriate advanced support teams.
Strong customer service and communication skills required to explain technical information clearly.
Basic knowledge of Windows and macOS, Microsoft 365, web browsers, email clients, networking concepts (Wi-Fi, Ethernet, VPN), and account management (password resets, 2FA).
Compensation starts at $17.00 per hour for full-time employment with standard 40-hour work weeks.
Requires minimal to no prior experience; one year of higher education can substitute for one year of related experience.
Position reports to UIT Help Desk manager within the University Information Technology department.

IT Support / Help Desk Technicians Full Description

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Announcement

Details

Open Date	03/20/2026
Requisition Number	PRN44499B
Job Title	IT Support / Help Desk Technicians
Working Title	IT Support/Help Desk Technician I
Career Progression Track	S00
Track Level	S1 - Entry Level Support
FLSA Code	Nonexempt
Patient Sensitive Job Code?	No
Standard Hours per Week	40
Full Time or Part Time?	Full Time
Shift	Day
Work Schedule Summary	Monday – Thursday 9 a.m. – 6 p.m., Saturday 8 a.m. – 6 p.m.
VP Area	President
Department	01555 - UIT INFRASTRUCTURE & OPS
Location	Campus
City	Salt Lake City, UT
Type of Recruitment	External Posting
Pay Rate Range	$17.00/hr
Close Date	04/03/2026
Priority Review Date (Note - Posting may close at any time)
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.
Type	Benefited Staff
Special Instructions Summary
Additional Information	The University of Utah values candidates who have experience working in settings with students from diverse backgrounds and possess a strong commitment to improving access to higher education for historically underrepresented students. Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities and protected veterans are 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: Director/ Title IX Coordinator Office of Equal Opportunity and Affirmative Action (OEO/AA) 383 University Street, Level 1 OEO Suite Salt Lake City, UT 84112 801-581-8365 oeo@utah.edu Online reports may be submitted at *oeo.utah.edu* *For more information:* *https://www.utah.edu/nondiscrimination/* *To inquire about this posting, email:* *employment@utah.edu* *or call 801-581-2300.* The 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. https://safety.utah.edu/safetyreport 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.

Posting Specific Questions

Required fields are indicated with an asterisk (*).

* What is your highest level of completed education?
- None
- High School Diploma or Equivalent
- Associate Degree
- Bachelor's Degree
- Master's Degree
- Doctorate Degree
* How many years of related work experience do you have?
- Less than 2 years
- 2 years or more, but less than 4 years
- 4 years or more, but less than 6 years
- 6 years or more, but less than 8 years
- 8 years or more, but less than 10 years
- 10 years or more, but less than 12 years
- 12 years or more, but less than 14 years
- 14 years or more

Applicant Documents

Required Documents

Optional Documents

Resume
Cover Letter
List of References

University Human Resource Management
250 East 200 South, Suite 125 Salt Lake City, UT 84111
Contact us: (801) 581-2169 By Email: employment@utah.edu

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Original Job Description

Toggle navigation

IT Support / Help Desk Technicians Bookmark this Posting Print Preview | Apply for this Job

Announcement

Details

Open Date	03/20/2026
Requisition Number	PRN44499B
Job Title	IT Support / Help Desk Technicians
Working Title	IT Support/Help Desk Technician I
Career Progression Track	S00
Track Level	S1 - Entry Level Support
FLSA Code	Nonexempt
Patient Sensitive Job Code?	No
Standard Hours per Week	40
Full Time or Part Time?	Full Time
Shift	Day
Work Schedule Summary	Monday – Thursday 9 a.m. – 6 p.m., Saturday 8 a.m. – 6 p.m.
VP Area	President
Department	01555 - UIT INFRASTRUCTURE & OPS
Location	Campus
City	Salt Lake City, UT
Type of Recruitment	External Posting
Pay Rate Range	$17.00/hr
Close Date	04/03/2026
Priority Review Date (Note - Posting may close at any time)
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.
Type	Benefited Staff
Special Instructions Summary
Additional Information	The University of Utah values candidates who have experience working in settings with students from diverse backgrounds and possess a strong commitment to improving access to higher education for historically underrepresented students. Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities and protected veterans are 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: Director/ Title IX Coordinator Office of Equal Opportunity and Affirmative Action (OEO/AA) 383 University Street, Level 1 OEO Suite Salt Lake City, UT 84112 801-581-8365 oeo@utah.edu Online reports may be submitted at *oeo.utah.edu* *For more information:* *https://www.utah.edu/nondiscrimination/* *To inquire about this posting, email:* *employment@utah.edu* *or call 801-581-2300.* The 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. https://safety.utah.edu/safetyreport 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.

Posting Specific Questions

Required fields are indicated with an asterisk (*).

* What is your highest level of completed education?
- None
- High School Diploma or Equivalent
- Associate Degree
- Bachelor's Degree
- Master's Degree
- Doctorate Degree
* How many years of related work experience do you have?
- Less than 2 years
- 2 years or more, but less than 4 years
- 4 years or more, but less than 6 years
- 6 years or more, but less than 8 years
- 8 years or more, but less than 10 years
- 10 years or more, but less than 12 years
- 12 years or more, but less than 14 years
- 14 years or more

Applicant Documents

Required Documents

Optional Documents

Resume
Cover Letter
List of References

University Human Resource Management
250 East 200 South, Suite 125 Salt Lake City, UT 84111
Contact us: (801) 581-2169 By Email: employment@utah.edu

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IT Support / Help Desk Technicians

Edtech.com's Summary

IT Support / Help Desk Technicians Full Description

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