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Posted: Friday, March 2, 2018 9:22 AM

Requisition Number: PRN16549BFLSA Code: AdministrativePatient Sensitive Job Code?NoStandard Hours per Week: 40Full Time or Part Time?: Full TimeShift: DayVP Area: U of U Health - AcademicsDepartment: 01442 - Web and Interactive MarketingLocation: CampusCity: Salt Lake City, UTPay Rate Range: $34,000 to $44,000Open Until Filled: YesJob Summary This is a Help Desk Analyst Position designed to assist in the support for the end-users of the U of U Health intranet. You will work a team by responding to and diagnosing problems through discussion with users. Includes problem recognition, research, isolation, resolution and follow-up steps. Escalates problems to next level as appropriate and may follow-up to obtain final resolution to close ticket. May interact with Developers and Business Analysts to assist the needs of various business lines and help restore services and correct core problems. Responsibilities 1. Answers first level calls to Service Desk2. Provides accurate and creative solutions to customer problems of moderate nature to ensure customer productivity3. Assists in the resolution of customer and support issues to ensure timely distribution of knowledge and positive impact on customer satisfaction4. Acquires and maintains current knowledge of relevant products and support policies in order to provide accurate solutions to customers5. Assists in maintaining Service Desk e-mail and support tickets by reading, opening/documenting information into tracking tickets and escalating to proper person or department6. Assists in the development and maintenance of a problem resolution knowledge base This job description is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job. Work Environment and Level of Frequency typically required Nearly Continuously: Office environment. Physical Requirements and Level of Frequency that may be required Nearly Continuously: Sitting, hearing, listening, talking. Often: Repetitive hand motion (such as typing), walking. Seldom: Bending, reaching overhead. Minimum Qualifications Bachelor's degree in a related field or equivalency (2 years related work experience may be substituted for 1 year of education). Two years experience in collecting, organizing analyzing, and presenting data; and demonstrated human relations and effective communication skills required. Department Specific Technical Requirements Aptitude for providing excellent customer service Good communication, problem solving skills and telephone etiquette Ability to use Service Desk standards and follow guidelines Broad range of network, desktop, telephony and web knowledge is highly desirable Maintains currency and high level of technical skill in field of expertise Knowledge of basic System Administration functions Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description. Preferences Good communication skills Strong customer focus Ability to be flexible Ability to self-manage and have time prioritizing skills Ability to work well on a team Type: Benefited StaffAdditional Information The University of Utah is an Affirmative Action/Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, University of Utah policy of equal employment opportunity prohibits discrimination on the basis of race or ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran's status, status as a qualified person with a disability, or genetic information. Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities, and protected veterans are strongly encouraged to apply. Veterans' preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law.To inquire about this posting, email: or call 801-581-2300. Reasonable accommodations in the application process will be provided to qualified individuals with disabilities. To request an accommodation or for further information about University AA/EO policies, please contact the Office of Equal Opportunity and Affirmative Action, 201 S. Presidents Cr., Rm 135, (801) 581-8365 (V/TDD), email: University is a participating employer with Utah Retirement Systems ("URS"). To be eligible for retirement contributions, you must be hired into a benefit-eligible position. Certain new hires are automatically assigned to the URS retirement plan and other employees with prior URS service, may elect to enroll in the URS within 30 days of hire. Regardless of whether they are hired into a benefit-eligible position or not, individuals who previously retired and are receiving monthly retirement benefits from URS must notify the Benefits Department upon hire. Please contact Utah Retirement Systems at (801)366-7770 or (800)695-4877 or the University's Benefits Department at (801)581-7447 for information.This position may require the successful completion of a criminal background check and/or drug screen.

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Company: University Of Utah

• Location: Salt Lake City

• Post ID: 19036802 utah is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2018