Job Details

IT SUPPORT/HELP DESK TECH III

Position Number: 9968352
Location: Salt Lake City, United States
Position Type: Computing - Support and Training

IT SUPPORT/HELP DESK TECH III

Job Summary

University Information Technology (UIT) has an opening for a full-time, benefited help desk 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.

An employee hired into this role who telecommutes will be responsible for providing space, telephone, printing, networking and/or internet capabilities at the telecommute location and signing the University of Utah Telecommuting Agreement. The employee will also be responsible for transportation and related expenses for on-site work.

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.

Responsibilities
The IT Support/Help Desk Technician III is primarily responsible for monitoring Campus Help Desk operations, conducting quality assurance reviews, coaching and developing front-line support staff, and promoting adherence to established service standards, procedures, and best practices. The position provides guidance on customer service, troubleshooting, documentation, and knowledge management to support a high-quality and consistent support experience.

In addition, this role provides advanced technical support for university users (guests, students, faculty, staff, and affiliates), assisting with escalated hardware, software, account, security, and network-related issues. The position serves as a resource for complex incidents, supports front-line operations as needed, and helps ensure timely and effective resolution of support requests.

The position is also responsible for creating, maintaining, and improving support documentation and knowledge resources, including knowledge base articles, standard operating procedures, and self-service tools, to enhance service quality, consistency, and operational efficiency.

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.

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, III: Requires 3+ years of related experience.

Preferences
* Strong customer service and communication skills, translating technical issues into effective user support
* Advanced troubleshooting of Windows, macOS, iOS, Android, Microsoft 365, networking, and identity/access management
* Experience with ticketing systems, documentation, knowledge management, and University of Utah systems and processes for consistent service delivery and continuous improvement

Special Instructions

Requisition Number: PRN46738B
Full Time or Part Time? Full Time
Work Schedule Summary: 7am-4pm M-F
Department: 01555 - UIT INFRASTRUCTURE & OPS
Location: Campus
Pay Rate Range: $23.46/hour
Close Date: 11/30/2026
Open Until Filled:

To apply, visit https://utah.peopleadmin.com/postings/211953