Help Desk Technician, Digital Technology Solutions

Current UC employees must apply internally via SuccessFactors. Job Overview Serve as the single point of contact for IT support by responding to and diagnosing incidents with UC community. Includes providing instructions on how/where to request a service, problem recognition, research, isolation and resolution steps. Resolve basic problems immediately, while more complex problems are escalated to subject matter experts or senior level support. Salary Range: $39,000-$43,000 Essential Functions Provide remote Tier 1 consultative, technical, and how-to support based on Knowledge Base articles and other resources to the user community; support includes escalation of incidents/service requests for View email address on click.appcast.io services and distributed services to subject matter experts and university support staff. Triage inquiries by assessing the type and severity of problem and providing basic troubleshooting prior to escalation; determine the correct categorization, prioritization, and impact of incidents. Liaise between faculty, staff, students, service owners, subject matter experts, and support staff. Utilize and review IT Knowledge Base articles to provide ongoing feedback regarding necessary updates to existing or the creation of new articles. Ensure incidents/service requests are handled in accordance with Service Level Agreements (SLAs) and industry-specific standards. Provide an excellent customer service experience by displaying patience, resourcefulness, and a desire to help others. May provide direct and/or indirect coaching or team building to peers and/or student workers with less experience. Perform related duties based on departmental need. This job description can be changed at any time. Required Education Associate's Degree in an IT related field. Two (2) years of relevant work experience and/or other specialized training can be used in lieu of education requirement. Required Experience None Additional Qualifications Considered Have clear, professional and informative communication style. Physical Requirements / Work Environment Hearing, listening - Continuously Sitting - Continuously Repetitive hand motion (such as typing) - Continuously Talking - Continuously Standing - Seldom Walking - Seldom Compensation and Benefits UC offers an exceptional benefits package designed to support your well-being, financial security, and work-life balance. (UC Benefits) Eligibility may vary by position and FTE status. Highlights include: Salary/Hourly Pay Rate Information: Comprehensive Tuition Remission UC provides tuition remission for you and your eligible dependents, covering tuition costs for nearly all undergraduate and graduate programs offered by the university. Robust Retirement Plans As a UC employee, you won't contribute to Social Security (except Medicare). Instead, you'll choose between state pension plans (OPERS, STRS) or an Alternative Retirement Plan (ARP), with UC contributing 14-18% of your salary based on position. Real Work-Life Balance UC prioritizes work-life balance with a generous time-off policy, including: Vacation and sick time 11 paid holidays and additional end-of-year paid time off (Winter Season Days) 6 weeks of paid parental leave for new parents Additional Benefits Include: Competitive salary based on experience Comprehensive health coverage (medical, dental, vision, prescription) Flexible spending accounts & wellness programs Professional development & mentorship opportunities UC is an E-Verify employer. If hired into this position, you will be required to provide satisfactory proof of employment eligibility by providing acceptable, original forms of identification for employment verification via the Federal I-9 employment verification process. Click for a list of acceptable documents. Equal Opportunity Employer. Building a workplace where all qualified applicants will receive consideration for employment, including Individuals with Disabilities and Protected Veterans.

REQ: 102982