Remote Technical Product Support Specialists
St George, Saint George, Washington County, Utah, 84770, USA
Listed on 2026-02-12
-
IT/Tech
Technical Support, IT Support, Systems Administrator, IT Consultant
Remote Technical Product Support Specialists
Job Title:
Remote Technical Product Support Specialist III
Career Progression Track: P00
FLSA Code:
Computer Employee
Patient Sensitive Job Code:
No
Standard Hours per Week: 40
Employment Type:
Full Time
Shift: Day
Work Schedule
Summary:
This role requires regular, weekly on‑site attendance. While some remote work may be possible, the position is hybrid and includes campus presence.
VP Area:
President
Department: 00639 - VP for Research
Location:
Campus, Salt Lake City, UT
Type of Recruitment:
External Posting
Pay Rate Range: $57,000 - $63,800
Close Date: 01/16/2026
Job SummaryThe Office of Research Information Systems (ORIS) is seeking a Remote Technical Product Support Specialist III. This position will review, analyze, and evaluate information technology systems operations, determine user needs and recommend improvements, and serve as a primary point of contact between users and engineering/development staff.
In addition to technical support responsibilities, this role will play a key role in advancing a centralized support model for research compliance systems. ORIS aims to serve as a hub for research‑related technology inquiries, providing guidance and connecting users to the appropriate resources or systems across the institution. The specialist will help streamline support processes, improve user experience, and ensure that researchers and staff are directed to the right solutions quickly and efficiently.
AboutORIS
The Office of Research Information Systems (ORIS) manages the Information Systems for the Vice President for Research. ORIS primarily supports Pre‑Award and Post‑Award grant management, the Institutional Review Board, Conflict of Interest, and other compliance‑related systems.
Work ArrangementThis position is hybrid. The incumbent must work on campus but may also telecommute part of the time, dependent on departmental needs and in accordance with the University of Utah Telecommuting Agreement. This agreement can terminate remote work at any time.
Benefits- Excellent health care coverage at affordable rates
- 14.2% retirement contributions
- Generous paid leave time
- 10 paid holidays per year
- 50% tuition reduction for employee, spouse, and dependent children
- Flex spending accounts
- Free transit on most UTA services
- Employee discounts on a variety of products and services including cell phones & plans, entertainment, health and fitness, restaurants, retail, and travel
- Growth and professional development opportunities
Learn more about the great benefits of working for University of Utah: benefits.utah.edu
Responsibilities- Provide mid‑level/tier two technical product support to customers remotely via inbound/escalated calls, emails, live chat, video, etc., by handling inquiries, assisting lower‑level technical product support, and troubleshooting more complex technical product‑related issues.
- Investigate escalated issues by reviewing initial support notes and gathering additional information from customers.
- Update tracking system of incident logs and convey customer feedback to teams responsible for product development.
- Escalate extremely technical or sophisticated issues to technical product support engineers or management as needed.
- Require advanced knowledge of organization’s products and/or services, policies, terms, and conditions.
- Demonstrate highly skilled and proficient expertise in the discipline.
- Conduct complex, important work under minimal supervision and with wide latitude for independent judgment.
EQUIVALENCY STATEMENT: 1 year of higher education can be substituted for 1 year of directly related work experience (e.g., bachelor’s degree = 4 years of directly related work experience).
Remote Technical Product Support Specialist III:
Requires a bachelor’s (or equivalency) + 6 years of directly related work experience, or a master’s (or equivalency) + 4 years of directly related work experience.
- Experience with ITIL (Information Technology Infrastructure Library) frameworks, including incident, problem, and change management processes.
- Ability to apply ITIL principles to improve service delivery, streamline workflows, and enhance user…
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