"IT Support / Help Desk Specialists"

Job Summary

IT Support / Help Desk Specialists
Provide timely support services to employees with complex and/or escalated technical problems and information technology issues involving desktop, laptop, or network services. Assist both onsite and remote employees. Handle escalated issues coming from lower level IT support groups. Troubleshoot and diagnose issues with hardware, software, network, and other related systems. Research solutions through internal and external knowledgebase as needed. Plan for installs and upgrades of PC components and software. Respond to service outages. Track incidents in a software solution and follow through to resolution, working to get end user issues fixed as quickly as possible.

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

Responsibilities

IT Support / Help Desk Specialist, I
Provide timely support services to employees with complex and/or escalated technical problems and information technology issues involving desktop, laptop, or network services. Assist both onsite and remote employees. Handle escalated issues coming from lower level IT support groups. Troubleshoot and diagnose issues with hardware, software, network, and other related systems. Research solutions through internal and external knowledgebase as needed. Plan for installs and upgrades of PC components and software. Respond to service outages. Track incidents in a software solution and follow through to resolution, working to get end user issues fixed as quickly as possible. Requires basic skill set and proficiency. Conducts work assignments as directed. Closely supervised with little latitude for independent judgment. Requires a bachelor's (or equivalency) + 2 years of directly related work experience or a master's (or equivalency) degree. This is an Entry-Level position in the General Professional track.

IT Support / Help Desk Specialist, II
Provide timely support services to employees with complex and/or escalated technical problems and information technology issues involving desktop, laptop, or network services. Assist both onsite and remote employees. Handle escalated issues coming from lower level IT support groups. Troubleshoot and diagnose issues with hardware, software, network, and other related systems. Research solutions through internal and external knowledgebase as needed. Plan for installs and upgrades of PC components and software. Respond to service outages. Track incidents in a software solution and follow through to resolution, working to get end user issues fixed as quickly as possible. Requires moderate skill set and proficiency in discipline. Conducts work assignments of increasing complexity, under moderate supervision with some latitude for independent judgment. Requires a bachelor's (or equivalency) + 4 years or a master's (or equivalency) + 2 years of directly related work experience. This is a Developing-Level position in the General Professional track.

Core job duties include:

• Provide front-line IT/help desk support for faculty, staff and students, including desktops, laptops (Windows and macOS), tablets, printers, and peripherals.
• Image, configure, and deploy computers and associated equipment for new users and refresh cycles.
• Reclaim, wipe and reissue computing devices; ensure retired systems are securely sanitized and sent to surplus in compliance with policy.
• Maintain accurate inventory or computer hardware, accessories, and assigned users across College of Social Work locations.
• Track and maintain software licensing to ensure compliance.
• Support and maintain the College computer lab, including keeping systems updated and functional for student use.
• Support classroom and hybrid meeting technology, including Zoom, PowerPoint presentations, microphones, webcams, and conference room setups.
• Assist in basic troubleshooting of AV issues during meetings, classes and events.
• Contribute to college and campus cybersecurity initiatives by following security standards and assisting with required configurations.
• Perform routine maintenance, upgrades and repairs assigned.
• Safely move, set up, and transport computer equipment between offices and buildings as needed.
• Work collaboratively with other IT staff and communicate status updates clearly to end users.
• Maintain and update loaner laptop inventory.
• Other duties as assigned

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).
IT Support / Help Desk Specialist, I: Requires a bachelor's (or equivalency) + 2 years of directly related work experience or a master's (or equivalency) degree.
IT Support / Help Desk Specialist, II: Requires a bachelor's (or equivalency) + 4 years or a master's (or equivalency) + 2 years of directly related work experience.

Preferences
Special Instructions

Requisition Number: PRN43475B
Full Time or Part Time? Full Time
Work Schedule Summary: Monday - Friday
Department: 00172 - College of Social Work-Dean
Location: Campus
Pay Rate Range: $42,000.00 - $48,000.00
Close Date: 12/31/2025
Open Until Filled: