Help Desk Agent

Overview 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. University of Utah Health seeks staff that are committed to the values of compassion, collaboration, innovation, responsibility, integrity, quality and trust that are integral to our mission. EO/AA 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 position may remote into client's computer to install or repair issues. This position has no responsibility for providing care to patients. Corporate Overview: The University of Utah is a Level 1 Trauma Center and is nationally ranked and recognized for our academic research, quality standards and overall patient experience. Our five hospitals and eleven clinics provide excellence in our comprehensive services, medical advancement, and overall patient outcomes. Responsibilities Resolves questions from University of Utah Health patients and employees via the phone, web tickets, or other digital services. Conducts 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 Service 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. Ability to perform occasional desktop duties. Knowledge in Citrix, WBT, Macintosh OS X. Qualifications Required One year of experience in a technical support field, call center, or equivalency. Preferred Associate's degree in Computer Science or related field. Working Conditions and Physical Demands 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 Multi-lingual Candidates Welcomed EEO Statement University of Utah Health Hospitals and Clinics, a part of The University of Utah, values candidates who have experience working in settings with students and patients from all backgrounds and possess a strong commitment to improving access to higher education and quality healthcare for historically underrepresented students and patient populations. All qualified individuals 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. University of Utah Health Hospitals and Clinics, a part of 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 TitleIX and 34CFR part106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of TitleIX and its regulations may be referred to the TitleIX Coordinator, to the Department of Education, Office for Civil Rights, or both. To request a reasonable accommodation for a disability, please contact the University of Utah Health Hospitals and Clinics Human Resources office at View phone number on click.appcast.io. If you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/TitleIX Coordinator in the Office of Equal Opportunity (OEO). More information, including the Director/TitleIX Coordinator's office address, electronic mail address, and telephone number can be located at: Online reports may be submitted at oeo.utah.edu/. This position may require the successful completion of a criminal background check and/or drug screen. #J-18808-Ljbffr