Help Desk Agent

As a patient-focused organization, University of Utah Health exists to enhance the health and well-being of people through patient care, research, and education. Success in this mission requires a culture of collaboration, excellence, leadership, and respect. We seek staff committed to the values of compassion, collaboration, innovation, responsibility, integrity, quality, and trust that are integral to our mission.

About the role

The Help Desk Agent provides technical support and assistance to end-users by troubleshooting hardware, software, and other support issues. This position responds to inquiries via phone, email, or chat, documents problems and resolutions, and escalates complex issues to higher-level support teams. This role may remotely access clients' computers to install or repair issues and has no responsibility for providing care to patients.

The University of Utah is a Level 1 Trauma Center nationally ranked for academic research, quality standards, and overall patient experience. Our five hospitals and eleven clinics provide excellence in comprehensive services, medical advancement, and patient outcomes.

Responsibilities

• Resolves questions from University of Utah Health patients and employees via phone, web tickets, or other digital services.
• Conducts basic troubleshooting for customers using provided tools.
• Identifies, researches, and resolves technical problems.
• Documents, tracks, and monitors problems to ensure timely resolution.
• Responds to telephone calls, email, and personnel requests for technical support.
• Relies on instructions and pre-established guidelines to perform job functions.
• Attends team meetings and communicates issues that arise appropriately.
• Works under immediate supervision.
• Performs occasional desktop duties.
• Other duties as assigned by the Service Desk manager.

Requirements

• One year of experience in a technical support field, call center, or equivalent.
• Ability to troubleshoot issues remotely.
• Demonstrated experience handling a large volume of problems over the phone.
• Flexible, with an excellent work ethic.
• Excellent customer service and communication skills, including written, verbal, and telephone skills.
• Ability to follow directions from supervisors appropriately.
• Ability to work well in a team environment.
• Knowledge of Citrix, WBT, and Macintosh OS X.

Preferred Qualifications

• Associate's degree in Computer Science or a related field.

Working Conditions

• This position involves light work that may exert up to 30 pounds and may consistently require lifting, carrying, pushing, pulling, or otherwise moving objects.
• Physical requirements include carrying, climbing, color determination, crawling, far vision, lifting, listening, manual dexterity, near vision, pulling/pushing, reaching, sitting, speaking, standing, stooping/crouching, walking.