Service Desk Technician I- Salt Lake City Office
Core
Provide direct technical support to students and staff via omnichannel interactions, handling service requests and incidents with a focus on first-contact resolution.
Role type
Tier 1 Service Desk Technician
Builds
IT service desk operations for a competency-based online university
Domain
Higher Education / IT Support
Deliverable
client delivery
Required skills
Basic troubleshooting theory, Windows and MacOS platform familiarity, mainstream Internet Browser troubleshooting, incident logging and categorization, hierarchical escalation
Preferred skills
ServiceNow and Salesforce ticketing system experience, CompTIA A+ certification, Google IT Support Certification, ITIL Foundations
Technologies
Windows, MacOS, ServiceNow, Salesforce, Internet Browsers
Responsibilities
Receive and log omnichannel interactions; assess, categorize, and prioritize incidents and service requests; provide initial technical support; escalate issues to appropriate IT support groups; maintain ownership of incidents until resolution.
Seniority
Entry-level, hands-on IC