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

Essential Functions

• 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.

Qualifications (Preferred)

Preferred

• Associate's degree in Computer Science or related field.

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, Pulling and/or Pushing, Reaching, Sitting, Speaking, Standing, Stooping and Crouching, Tasting or Smelling, Walking