IT Service Desk Technician

Position Details

WSU's Commitment to Equal Opportunity

Weber State University is an Equal Opportunity Employer committed to creating an environment welcoming to all individuals. We strive to create a culture where everyone feels valued and appreciated. All qualified applicants will receive consideration for employment without regard to protected categories, such as disability, sex, sexual orientation, gender identity, race, religion, national origin, veterans status, or others, as required by law and university policy (see Weber State University's Policy and Procedure Manual 3-32).

Position Information

Position Title
IT Service Desk Technician

Requisition Number
S01909P

Position Category
Staff

Campus Location
Weber State University - Ogden, UT

Hours per week
40

Months per year
12

Alternate work schedule

Pay Grade
N24

Salary

FLSA
Non-Exempt

Job Summary/Basic Function

NOTE: Position will be filled at grade N24 or a grade N26 depending on applicant qualifications.

Individual will act as a primary point of technical support contact for departments and divisions under direct purview and will prioritize, document, and actively resolve help and service requests. This role will require collaboration with departmental representatives on technology challenges, solutions, and changes, and in-depth analysis of departmental technology needs including hardware longevity, equipment oversight, and inventory planning.

Individual will provide second level hands-on and remote support for campus resources in a variety of areas, with tasks including but not limited to: devising procedures to solve complex problems; troubleshooting, testing, and implementing software; troubleshooting and supporting Windows and Mac machines; performing analysis of enterprise applications; supporting mobile devices; troubleshooting basic networking issues; performing computer imaging, setups, backups, etc.; setup and administration tasks on specialized and high risk systems; and performing preventative maintenance.

Position will be assigned to project work related to IT Division and university initiatives, including work on enterprise system changes, system implementations, in-depth research, and software and end user testing. Individual will provide in-depth analysis of technology needs and solutions for campus at large, as needed. Recommendations for solutions may be on an enterprise level.

Individual may be asked to assist with front line IT Service Desk technical support via phone call, chat, walk-in, email, and other communication. Will act as a lead and a mentor to hourly staff and to assist in evaluation of training, technical competencies, and general job performance on an as-needed basis, and will assist in the creation and delivery of training and documentation.

Required Qualifications

Required:

• High School diploma or GED
• 1 year of experience in a support center troubleshooting desktop systems in a part time position.
• Experience handling user incident requests in a front-line position
• Experience using service desk incident software
• Experience with virus/malware removal

Preferred Qualifications

Preferred:

• Experience working in higher education
• Demonstrated work record of consistent and reliable attendance
• Strong writing, editing, and proofreading skills

A successful candidate will be willing to

Background Check?
Yes

Benefits Summary

WSU offers a generous benefits package that includes medical, dental, long-term disability, life insurance, retirement, a wellness program with release time and paid incentives, tuition benefits, free tickets to athletic and performing arts events, and paid holidays, vacation, and sick leave.

Posting Detail Information

Job Open Date
10/16/2024

Review Date
10/27/2024

Job Close Date

Open Until Filled
Yes

Notes to Applicant

If you are passionate about what you could offer and accomplish here at WSU, we would love to hear from you. The annual salary for this position starts at $35,000 and may go up from there depending on candidate qualifications. The position comes with a generous benefits package.

To apply, please complete the online application and attach a cover letter, current resume, and the names and contact information for three professional references.

For qualification determination, your application and/or resume must address the required and preferred qualifications and must contain average number of hours worked per week and the dates of employment (i.e., month/year to month/year or month/year to present). If your resume does not contain this information, your application may be considered incomplete.

Screening of applications will begin October 27, 2024. Position will remain open until filled.

Criminal background check required as a condition of employment.

Quick Link for Direct Access to Posting
https://jobs.weber.edu/postings/24061

ADA Essential Job Function

ADA Essential Job Function

Physical Activity of this position
Expressing or exchanging ideas. Those activities in which they must convey detailed or important instructions to other workers accurately or quickly. , Ability to receive detailed information with or without assistance., Repetitive motion. Substantial movements (motions) of the wrists, hands, and/or fingers. , Moving about to accomplish tasks, particularly for long distances or moving from one work site to another., Lifting. Raising objects from a lower to a higher position or moving objects horizontally from position-to-position. This factor is important if it occurs to a considerable degree and requires substantial use of upper extremities and back muscles.

Physical Requirements of this position
Light work. Exerting up to 20 lbs of force occasionally and/or up to 10 lbs of force frequently and/or a negligible amount of force constantly to move objects. Use of arm and/or leg controls exerting forces greater than that for sedentary work.

Visual Acuity Requirements including color, depth perception and field of vision.
Required to perform activities such as preparing and analyzing data and figures; transcribing; using a computer terminal; extensive reading.

The conditions the worker will be subject to in this position.
None. The worker is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work).

Supplemental Questions

Required fields are indicated with an asterisk (*).

* How did you hear about this employment opportunity?

• jobs.weber.edu
• KSL
• Chronicle of Higher Education
• Higher Ed Jobs
• Agency Referral
• Personal Referral
• Internal Job Posting
• Advertisement/Publication
• Other web advertisement
• Other

* Do you have or have you ever been issued a W# By Weber State University? Yes or No.If yes, please enter your W#(W followed by eight numbers).
(Open Ended Question)

* Describe your experience working in a technical support center including a general description of routine responsibilities and technologies commonly supported. Please include how many years of this kind of experience you have.
(Open Ended Question)

* Briefly describe your experience with virus/malware removal such as type of experience you have (personal or business) and tools or resources utilized.
(Open Ended Question)

* Briefly describe your experience using service desk incident software. What system(s) do you have experience in and what kind of information did you track?
(Open Ended Question)

* Describe your experience with OS re-imaging. Please include details such as the reason(s) for re-imaging (such as personal use or business use), the imaging tools you have experience with, and your level of proficiency with imaging Windows, MacOS, and Linux.
(Open Ended Question)

Documents Needed to Apply
Required Documents

Resume

Cover Letter

List of References with Contact Info

Optional Documents