Computer Technician - Utah Staffing : Job Details

The HCI Help Desk is the central point of contact for all IT related incidents and service requests for Huntsman Cancer Institute. The help desk engineers are the first contact for support for all IT related issues. Technical support includes, but is not limited to, incoming phone calls, walk-up traffic, online support tickets and service requests, automated pages and alerts and emails. Huntsman Cancer Institute is committed to cancer prevention, care, and survivorship for all communities within the area we serve which includes Idaho, Montana, Nevada, Utah, and Wyoming with impact worldwide. In your cover letter or during your interview process, we invite you to share how your professional experiences have prepared you to serve as a member of our team as we work to reduce the cancer burden experienced by all people and communities.

Essential Job Functions

• Respond to service request tickets, phone calls and walk up traffic providing support for all computer, printer, mobile and other IT devices used by HCI personnel.
• Help Desk support includes, but is not limited to, configuring, setting up and troubleshooting desktops and laptops (Windows and MAC OS), tablets, printers, handheld scanners, label printers, Cisco IP phones, and other hardware and software within the hospital and research environments.
• Provide audiovisual support for HCI events.
• Create training and how-to documentation for co-workers and users to share via training sessions, the knowledgebase, Teams messaging and channels and SharePoint sites.
• Adhere to administrative tasks and workflow including but not limited to communicating to the customer within the time specified, adding notes to the service requests from ticket submission to resolution, updating inventory appropriately when handling computer equipment for surplus, ISO alerts, moves or replacements and other items, returning all computer equipment, tools and other necessary items to the storage area for CATG, providing technical and other support for projects led by other departmental staff, interfacing with hospital and research staff when necessary to manage any vendor IT requirements for equipment, sharing important support, vendor and other technical information with the CATG helpdesk and documenting the information in the knowledge base, ensuring customer satisfaction with timely, accurate, professional service and support, coordinating escalation of issues to the appropriate team as needed.

Non-Essential Job Functions

• Participation in numerous projects that may require the setup and dismantling of hardware not normally considered to be IT.
• 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, 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.

• Associate's degree in a computer related field and two years of experience or equivalency (one year of education can be substituted for two years of related work experience) required.
• Demonstrated computer skills, human relations and effective communication skills are required.

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) ###-#### 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) ###-#### or (800) ###-#### or University Human Resource Management at (801) ###-#### 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 of Utah values candidates who have experience working in settings with students and patients from all backgrounds and possess a strong commitment to improving access to higher education and quality healthcare for historically underrepresented students and patients. All qualified individuals are strongly encouraged to apply. Veterans' preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities. The University of Utah is an Affirmative Action/Equal Opportunity employer and does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran's status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both. To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Affirmative Action (OEO/AA). More information, including the Director/Title IX Coordinator's office address, electronic mail address, and telephone number can be located at: Online reports may be submitted at oeo.utah.edu This report includes statistics about criminal offenses, hate crimes, arrests and referrals for disciplinary action, and Violence Against Women Act offenses. They also provide information about safety and security-related services offered by the University of Utah. A paper copy can be obtained by request at the Department of Public Safety located at 1658 East 500 South.