University of Utah IT Support Engineer in Salt Lake City, Utah
Open Date 03/15/2019
Requisition Number PRN19927B
Job Title Computer Technician
Working Title IT Support Engineer
Job Grade D
FLSA Code Nonexempt
Patient Sensitive Job Code? No
Standard Hours per Week 40 hours
Full Time or Part Time? Full Time
Work Schedule Summary
M-F, 8 hours between 6:30am – 7pm.
VP Area President
Department 01249 - HCI Computing & Tech Operation
City Salt Lake City, UT
Type of Recruitment External Posting
Pay Rate Range 15.19 to 28.08
Open Until Filled Yes
TheHCIHelp Desk is the central point of contact for all IT related incidents and service requests for Huntsman Cancer Hospital and Huntsman Cancer Institute. The role of the Computer Support Engineer is to provide support for all modes of computer (Windows, Mac and mobile devices) andHCIphone system requests. This includes but is not limited to incoming phone calls, walk-up traffic, automated pages and alerts, online service requests, and emails.
•Respond to and provide support for all computer, printer, mobile devices andHCIphone systems requests.
•Help Desk support includes, but is not limited to, the following: configure, setup and troubleshoot desktops and laptops (Windows andMACOS), tablets, printers, handheld scanners, label printers, Cisco IP phones, and various other hardware and software within the hospital and research environments.
•Create training and how-to documentation for co-workers and users to share via training sessions, the knowledgebase, and internal and public Sharepoint sites.
•Adhere to administrative tasks and workflow including but not limited to
oCommunicating to the customer within the time specified.
oAdding service action items to the ticket from ticket submission to resolution.
oUpdate inventory appropriately when handling computer equipment for surplus,ISOalerts, moves or replacements and other items.
oReturn all computer equipment, tools and other necessary items to the public storage area forCATG.
•Update the ticket system with service actions from ticket submission through ticket resolution.
•Provide technical and other support for projects led by other departmental staff (typically Computer Professionals).
•Interface with hospital and research staff when necessary to manage any vendor IT requirements for equipment.
•Share important support, vendor and other technical information with theCATGhelpdesk and document the information in the knowledge base.
•Ensure customer satisfaction with timely, accurate, professional service and support.
•Coordinate escalation of issues to the network and server teams as needed.
•Other duties as required.
•General climate controlled office environment.
•Low noise level.
•Prolonged sitting and repetitive motion due to extended computer use.
•Frequent exposure to hospital and research lab environments.
•Stress related to conflicting priorities and meeting schedule deadlines.
•Daily, professional communication with users of varying IT abilities.
•Ability to see, and speak, hear, write, and understand English.
•Sustained attention to detail.
•Prolonged sitting and repetitive motion due to extended computer use.
•Minimal physical exertion.
•Must be able to lift 40 pounds
•Must be able to read, write, and speak English fluently.
•Expert level Windows OS troubleshooting and problem resolution skills.
•Very strong Macintosh OS troubleshooting and problem resolution skills.
•Good working knowledge of Windows networking and server communications.
•Understanding of Active Directory.
•Strong analytical, problem solving, and conceptual skills.
•Strong teamwork and interpersonal skills.
•Excellent verbal and written communication skills and ability to express complex technical concepts in terms that the business unit can understand.
•Thrives in a somewhat unstructured hands-on environment that demands a consultative approach spanning multiple environments while maintaining a professional and empathetic demeanor.
•Strong customer service skills.
•Knowledge sharing and coaching capabilities.
DISCLAIMER: The above information is intended to describe the general nature of this position and is not to be considered a complete statement of all duties, responsibilities, and requirements.
Associate’s degree in a computer related field and two years of experience or equivalency recommended. Demonstrated computer skills, human relations and effective communication skills are required.
Type Benefited Staff
Special Instructions Summary
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: email@example.com 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: firstname.lastname@example.org .
The University is a participating employer with Utah Retirement Systems (“URS”). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at (801) 581-7447 for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS’ post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or University Human Resource Management at (801) 581-7447 if you have questions regarding the post-retirement rules.
This position may require the successful completion of a criminal background check and/or drug screen.
The University is a participating employer with Utah Retirement Systems (“URS”). Eligible new hires with priorURSservice, may elect to enroll inURSif they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at (801) 581-7447 for information. Individuals who previously retired and are receiving monthly retirement benefits fromURSare subject to URS’ post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or University Human Resource Management at (801) 581-7447 if you have questions regarding the post-retirement rules.This position may require the successful completion of a criminal background check and/or drug screen.