University of Utah Health Care

Returning Candidate?

Help Desk Agent

Help Desk Agent

Requisition Number 
27985
Reg/Temp 
Regular
Employment Type 
Full-Time
Shift 
Day
Work Schedule 
8-5
Location Name 
Information Technology Services
Patient Care? 
No
City 
SALT LAKE CITY
State 
UT
Department 
COR ISC 17A ITS SRVC MGMT
Category 
Information Technology

More information about this job

Overview

As a patient-focused organization, the University of Utah Health Care 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. University of Utah Health Care seeks staff that are committed to the values of compassion, collaboration, innovation, responsibility, diversity, integrity, quality and trust that are integral to our mission. EO/AA

This position will remote into client’s computers to install or repair issues.

Responsibilities

  • Handles user problems via the phone or web tickets.
  • Does basic troubleshooting for customer using provided tools.
  • Identifies, researches, and resolves technical problems.
  • Documents, tracks and monitors problems to ensure a timely resolution.
  • Responds to telephone calls, email and personnel requests for technical support.
  • Relies on instructions and pre-established guidelines to perform the functions of the job.
  • Attends team meetings and communicates issues that arise appropriately.
  • Works under immediate supervision.
  • Other duties as assigned by the help desk manager.

Knowledge / Skills / Abilities

  • 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.
  • Ablility to perform occasional desktop duties.
  • Knowledge in Citrix, WBT, Macintosh OS X.

Qualifications

Qualifications

Required

  • Associate Degree in Computer Science or related field or equivalency.
  • One year of applicable experience.

Qualifications (Preferred)

Working Conditions and Physical Demands

Employee must be able to meet the following requirements with or without an accommodation.

  • This position involves light work that may exert up to 30 pounds and may consistently require light work involving lifting, carrying, pushing, pulling or otherwise moving objects.

Physical Requirements

Carrying, Climbing, Color Determination, Crawling, Far Vision, Lifting, Listening, Manual Dexterity, Near Vision, Non Indicated, Pulling and/or Pushing, Reaching, Sitting, Speaking, Standing, Stooping and Crouching, Tasting or Smelling, Walking