Service Desk Technician - ESD

Service Desk Technician - ESD

Salary

$16.47 - $19.37 Hourly

Location

Main Campus - Orem

Job Type

Part-Time Staff

Job Number

FY2706583

Division

VP Digital Transformation/CIO

Opening Date

09/25/2026

Closing Date

10/4/2026 11:59 PM Mountain

Required Documents Needed to Apply

Resume

Applicant Support

1-855-524-5627

Support@schooljobs.com

• Description
• Benefits
• Questions

Position Announcement

Utah Valley University is committed to providing exceptional service and support to its campus community. As an Enterprise Service Desk Technician, you will serve as a key resource for students, faculty, staff, and the public by delivering timely, professional technical assistance through multiple service channels. This role offers the opportunity to develop broad technical knowledge, troubleshoot a variety of technology-related issues, and make a meaningful impact on the universitys daily operations.

The ideal candidate will thrive in a dynamic, customer-focused environment where problem-solving, communication, and collaboration are valued. Working with a wide range of individuals across campus, you will help ensure reliable access to technology resources, promote information security best practices, and contribute to a positive and efficient support experience. This position is well-suited for someone who enjoys helping others, learning new technologies, and playing an important role in supporting educational success.

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 regarding enrollment services, records, financial aid, etc. 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 clearly and understandably, adapting communication style to the users level of understanding. Follow confidentiality procedures, including federal and state laws and regulations, and institutional policies, such as FERPA.
• User Training and Education: Provide basic training and guidance to users on the effective use of technology and software applications, as well as 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.

• Demonstrated ability to interact effectively with people from a variety of backgrounds and with differing perspectives and communication preferences.

• 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.

Utah Valley University's dedication to exceptional care offers quality service and benefits to employees while staying committed to meeting the needs of a diverse workforce.

Although part-time and adjunct (less than 30 hours per week) employees are ineligible for the full-time employee benefits package, the university is pleased to offer the following:

• Undergraduate tuition remission benefit:

• Part-time: waives 100 percent of tuition and general student fees for up to 3 credit hours or 1 course after 6 consecutive months of employment and a minimum of 480 hours worked (dependents do not qualify)

• Adjunct: waives 100 percent of tuition and general student fees for one course per semester in which there is an active teaching assignment at the university (dependents do not qualify)

• Access to the Employee Assistance Program (EAP)

• Access to Campus Recreation and Wellness

• Exclusive cash rewards through Utah Community Credit Union's (UCCU) branch on UVU's campus when becoming a member

01

Do you meet the minimum requirements for this position as outlined? 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.

• Yes
• No

02

What is your highest level of education?

• High School or equivalent
• Associates
• Bachelors
• Masters
• Ph.D.
• Ph.D. (abd)
• Juris Doctorate

03

How many years of experience do you have in this type of position?

• <1
• 1
• 2
• 3
• 4
• 5
• 6
• 7
• 8+

04

Do you have experience troubleshooting and resolving basic hardware, software, application, or technology-related issues?

• Yes
• No

05

Have you used a ticketing, help desk, customer relationship management (CRM), or service management system to document, track, and resolve requests or incidents?

• Yes
• No

06

Do you have experience providing front-line customer service or technical support to students, employees, customers, or the general public through phone, chat, email, ticketing systems, or in-person interactions?

• Yes
• No

07

Do you have experience prioritizing, triaging, and escalating issues in accordance with established procedures or service standards?

• Yes
• No

08

Are you able to communicate technical information clearly and effectively to individuals with varying levels of technical knowledge?

• Yes
• No

09

Do you have experience providing guidance, training, or step-by-step instructions on software, technology, processes, or services?

• Yes
• No

10

Do you have experience handling confidential or sensitive information and following applicable privacy, security, or confidentiality requirements?

• Yes
• No

Required Question

Employer Utah Valley University

Address 800 W. University Parkway

Orem, Utah, 84058

Phone Applicant Support 855-524-5627

Website http://www.uvu.edu