University of Utah
Remote Technical Product Support Specialists
🇺🇸 Hybrid - Salt Lake City, UT
🕑 Full-Time
💰 $57K - $64K
💻 Information Technology
🗓️ December 10th, 2025
ITIL
Edtech.com's Summary
University of Utah is hiring a Remote Technical Product Support Specialist III. This role involves reviewing, analyzing, and evaluating IT systems operations, determining user needs, and recommending system improvements. The specialist serves as a primary liaison between users and development staff, while advancing a centralized support model for research compliance systems to enhance user experience and streamline support.
Highlights
- Provide mid-level technical product support remotely through multiple communication channels including calls, emails, and live chat.
- Investigate escalated issues and update incident logs, relaying customer feedback to product development teams.
- Escalate highly technical issues to engineers or management when necessary.
- Advanced knowledge of the organization’s products, policies, and services required.
- Independent judgment required to conduct complex work with minimal supervision.
- Bachelor’s degree plus 6 years or Master’s degree plus 4 years of related experience required.
- Experience with ITIL frameworks and ability to apply ITIL principles preferred.
- Supports research compliance systems such as grant management and Institutional Review Board systems.
- Full-time, 40 hours per week with a hybrid work arrangement requiring regular on-site presence.
- Compensation range: $57,000 - $63,800 annually, with excellent benefits including healthcare, retirement contributions, paid leave, tuition reduction, and transit benefits.
Remote Technical Product Support Specialists Full Description
Remote Technical Product Support Specialists
Announcement
Details
Open Date | 12/09/2025
Requisition Number | PRN43771B
Job Title | Remote Technical Product Support Specialists
Working Title | Remote Technical Product Support Specialist III
Career Progression Track | P00
Track Level |
FLSA Code | Computer Employee
Patient Sensitive Job Code? | No
Standard Hours per Week | 40
Full Time or Part Time? | Full Time
Shift | Day
Work Schedule Summary |
While some remote work may be possible, this role requires regular, weekly on-site attendance.
VP Area | President
Department | 00639 - VP for Research
Location | Campus
City | Salt Lake City, UT
Type of Recruitment | External Posting
Pay Rate Range | $57,000 - $63,800
Close Date | 01/16/2026
Priority Review Date (Note - Posting may close at any time) |
Job Summary |
The Office of Research Information Systems (ORIS) is seeking a Remote Technical Product Support Specialist, III. This position will review, analyze, and evaluate information technology systems operations. This individual will determine user needs and requirements and recommend ways to improve systems. They will serve as a primary point of contact between users and engineering/development staff, ensuring clear communication and effective issue resolution.
In addition to technical support responsibilities, this position will play a key role in advancing a centralized support model for research compliance systems. ORIS aims to serve as a hub for research-related technology inquiries, providing guidance and connecting users to the appropriate resources or systems across the institution. The specialist will help streamline support processes, improve user experience, and ensure that researchers and staff are directed to the right solutions quickly and efficiently.
About ORIS:
The Office of Research Information Systems (ORIS) manages the Information Systems for the Vice President for Research. ORIS primarily supports Pre-Award and Post-Award grant management, the Institutional Review Board, Conflict of Interest, and other compliance-related systems.
Work Arrangement:
This position is hybrid. The incumbent will be required to work on campus but will also be able to telecommute a portion of their time, dependent on departmental needs and in accordance with the University of Utah Telecommuting Agreement. This agreement can terminate remote work at any time.
Excellent health care coverage (https://www.hr.utah.edu/forms/lib/SummaryComparisonEmployeeHCP.pdf) at affordable rates 14.2% retirement contributions (https://benefits.utah.edu/university-funded-retirement-accounts/) Generous paid leave time (https://www.hr.utah.edu/benefits/paidLeave.php) 10 paid Holidays per year 50% tuition reduction (https://www.hr.utah.edu/benefits/tuition.php) for employee, spouse, and dependent children Flex spending accounts (https://www.hr.utah.edu/benefits/fsa.php) 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 Growth and professional development opportunities
Learn more about the great benefits of working for University of Utah: benefits.utah.edu
Responsibilities |
Provide mid-level/tier two technical product support to customers remotely via inbound/escalated calls, emails, live chat, video, etc., by handling inquiries, assisting lower-level technical product support, and troubleshooting more complex technical product-related issues. Investigate escalated issues by reviewing initial support notes and gathering additional information from customer. Update tracking system of incident logs and convey customer feedback to teams responsible for product development. May escalate extremely technical or sophisticated issues to technical product support engineers or management. Require advanced knowledge of organization’s products and/or services, policies, terms, and conditions. Considered highly skilled and proficient in discipline. Conduct complex, important work under minimal supervision and with wide latitude for independent judgment.
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).
Remote Technical Product Support Specialist, III: Requires a bachelor’s (or equivalency) + 6 years or a master’s (or equivalency) + 4 years of directly related work experience.
Preferences |
Experience with ITIL (Information Technology Infrastructure Library) frameworks, including incident, problem, and change management processes.
Ability to apply ITIL principles to improve service delivery, streamline workflows, and enhance user experience in a centralized support 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.
Requisition Number | PRN43771B
Job Title | Remote Technical Product Support Specialists
Working Title | Remote Technical Product Support Specialist III
Career Progression Track | P00
Track Level |
FLSA Code | Computer Employee
Patient Sensitive Job Code? | No
Standard Hours per Week | 40
Full Time or Part Time? | Full Time
Shift | Day
Work Schedule Summary |
While some remote work may be possible, this role requires regular, weekly on-site attendance.
VP Area | President
Department | 00639 - VP for Research
Location | Campus
City | Salt Lake City, UT
Type of Recruitment | External Posting
Pay Rate Range | $57,000 - $63,800
Close Date | 01/16/2026
Priority Review Date (Note - Posting may close at any time) |
Job Summary |
The Office of Research Information Systems (ORIS) is seeking a Remote Technical Product Support Specialist, III. This position will review, analyze, and evaluate information technology systems operations. This individual will determine user needs and requirements and recommend ways to improve systems. They will serve as a primary point of contact between users and engineering/development staff, ensuring clear communication and effective issue resolution.
In addition to technical support responsibilities, this position will play a key role in advancing a centralized support model for research compliance systems. ORIS aims to serve as a hub for research-related technology inquiries, providing guidance and connecting users to the appropriate resources or systems across the institution. The specialist will help streamline support processes, improve user experience, and ensure that researchers and staff are directed to the right solutions quickly and efficiently.
About ORIS:
The Office of Research Information Systems (ORIS) manages the Information Systems for the Vice President for Research. ORIS primarily supports Pre-Award and Post-Award grant management, the Institutional Review Board, Conflict of Interest, and other compliance-related systems.
Work Arrangement:
This position is hybrid. The incumbent will be required to work on campus but will also be able to telecommute a portion of their time, dependent on departmental needs and in accordance with the University of Utah Telecommuting Agreement. This agreement can terminate remote work at any time.
Excellent health care coverage (https://www.hr.utah.edu/forms/lib/SummaryComparisonEmployeeHCP.pdf) at affordable rates 14.2% retirement contributions (https://benefits.utah.edu/university-funded-retirement-accounts/) Generous paid leave time (https://www.hr.utah.edu/benefits/paidLeave.php) 10 paid Holidays per year 50% tuition reduction (https://www.hr.utah.edu/benefits/tuition.php) for employee, spouse, and dependent children Flex spending accounts (https://www.hr.utah.edu/benefits/fsa.php) 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 Growth and professional development opportunities
Learn more about the great benefits of working for University of Utah: benefits.utah.edu
Responsibilities |
Provide mid-level/tier two technical product support to customers remotely via inbound/escalated calls, emails, live chat, video, etc., by handling inquiries, assisting lower-level technical product support, and troubleshooting more complex technical product-related issues. Investigate escalated issues by reviewing initial support notes and gathering additional information from customer. Update tracking system of incident logs and convey customer feedback to teams responsible for product development. May escalate extremely technical or sophisticated issues to technical product support engineers or management. Require advanced knowledge of organization’s products and/or services, policies, terms, and conditions. Considered highly skilled and proficient in discipline. Conduct complex, important work under minimal supervision and with wide latitude for independent judgment.
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).
Remote Technical Product Support Specialist, III: Requires a bachelor’s (or equivalency) + 6 years or a master’s (or equivalency) + 4 years of directly related work experience.
Preferences |
Experience with ITIL (Information Technology Infrastructure Library) frameworks, including incident, problem, and change management processes.
Ability to apply ITIL principles to improve service delivery, streamline workflows, and enhance user experience in a centralized support 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
- Resume
Optional Documents
- Cover Letter
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
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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