IT Support / Help Desk Tech II

IT Support / Help Desk Tech II

IT Support / Help Desk Technicians

The HCI Help Desk is the central point of contact for all event support requests for the Huntsman Cancer Hospital and Huntsman Cancer Institute. The role of the Computer Support Technician is to provide general IT support for end users throughout Huntsman Cancer Institute.

Huntsman Cancer Institute is committed to cancer prevention, care, and survivorship for all communities within the area we serve – which includes Idaho, Montana, Nevada, Utah, and Wyoming – with impact worldwide.

In your cover letter or during your interview process, we invite you to share how your professional experiences have prepared you to serve as a member of our team as we work to reduce the cancer burden experienced by all people and communities. This may include description of your prior experiences related to research, prevention, clinical care, community engagement/outreach, training, administration, or other areas relevant to Huntsman Cancer Institute’s mission and this position.

Learn more about the great benefits of working for University of Utah: benefits.utah.edu

The department may choose to hire at any of the below job levels and associated pay rates based on their business need and budget.

Responsibilities

• ESSENTIAL JOB FUNCTIONS

• Provide core IT/Help Desk support, including but not limited to, imaging and setting up computers, troubleshooting desktops and laptops (Windows and MAC OS), tablets, printers, handheld scanners, label printers, Cisco IP phones, and various other hardware and software within the hospital and research environments.

• Provide backup support for event requests, as needed.

• Event support includes but is not limited to helping users start/connect to virtual meetings, connect computers to projectors, TVs and other equipment, and helping users with various Polycom systems.

• Adhere to administrative tasks and workflow including but not limited to

• Review and address ServiceNow tickets in a timely manner

• Add appropriate notes to the ticket while working with the user.

• Communicate to the user within the time specified.

• Update inventory appropriately when handling computer equipment for deployment, surplus, ISO alerts, moves or replacements and other items.

• Return all computer equipment, tools and other necessary items to the public storage area for HCI IT.

• Update the ticket system with notes from ticket submission through ticket resolution.

• Provide technical and other support for projects led by other departmental staff.

• Interface with vendor(s) for audio/visual repairs, new purchases and or replacement equipment.

• Share important support, vendor and other technical information with the HCI IT helpdesk and document the information in the knowledge base.

• Ensure customer satisfaction with timely, accurate, professional service and support.

• Coordinate escalation of issues to the network and server teams as needed.

• NON - ESSENTIAL JOB FUNCTIONS

• • Other duties as required.

• Working conditions

• General climate controlled office environment.

• Low noise level.

• Prolonged sitting and repetitive motion due to extended computer use.

• Frequent exposure to hospital and research lab environments.

• Stress related to conflicting priorities and meeting schedule deadlines.

• Daily, professional communication with users of varying IT abilities.

• Physical requirements

• Ability to see, and speak, hear, write, and understand English.

• Sustained attention to detail.

• Prolonged sitting and repetitive motion due to extended computer use.

• Minimal physical exertion.

• Must be able to lift 40 pounds

• DISCLAIMER : The above information is intended to describe the general nature of this position and is not to be considered a complete statement of all duties, responsibilities, and requirements.

• Minimum Qualifications

• EQUIVALENCY STATEMENT : 1 year of higher education can be substituted for 1 year of directly related work experience (Example: bachelor’s degree = 4 years of directly related work experience).

Department may hire employee at one of the following job levels:

• IT Support / Help Desk Technician, II: Requires at least 1 year of related experience.

• Preferences

• Able to read, write, and speak English fluently.

• Excellent customer service skills.

• Strong teamwork and interpersonal skills.

• Excellent verbal and written communication skills and ability to express complex technical concepts in terms that the business unit can understand.

• Intermediate to expert level Windows OS troubleshooting and problem resolution skills.

• Macintosh OS troubleshooting and problem resolution skills.

• Thrives in a somewhat unstructured hands-on environment that demands a consultative approach spanning multiple environments while maintaining a professional and empathetic demeanor.

• Knowledge sharing and coaching capabilities.

• Type Benefited Staff

• Special Instructions Summary

• Additional Information

• The University is a participating employer with Utah Retirement Systems (“URS”). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS’ post-retirement rules and restrictions. Please contact Utah Retirement Systems at for information.

• This position may require the successful completion of a criminal background check and/or drug screen.

• The University of Utah values candidates who have experience working in settings with students and possess a strong commitment to improving access to higher education.

• 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.

• Consistent with state and federal law, the University of Utah 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 Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.

• To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Title IX ( OEO ). More information, including the Director/Title IX Coordinator’s office address, electronic mail address, and telephone number can be located at the: University of Utah Non‑Discrimination page .

• Online reports may be submitted athttps://oeo.utah.edu

• https://publicsafety.utah.edu/safetyreport/This report includes statistics about criminal offenses, hate crimes, arrests and referrals for disciplinary action, and Violence Against Women Act offenses. They also provide information about safety and security-related services offered by the University of Utah. A paper copy can be obtained by request at the Department of Public Safety located at 1658 East 500 South.

• As per University of Utah policy 5-108: Transfer of

Benefits

• Eligible Staff Members , a new hire to the University of Utah who is still serving a 12 month probationary period will not be hired into another University of Utah job (a transfer) until the successfu