Bench Technician - EUTS

Position Announcement

This role offers the opportunity to make a direct, meaningful impact on the student experience at Utah Valley University by supporting essential technology services in a fast‑paced, hands‑on environment. Working at the Tech Services Workbench, team members diagnose and resolve a wide range of hardware and software issues—from data recovery and malware removal to system imaging and OS installations—while serving as a clear, friendly point of contact for customers.

The position emphasizes problem‑solving, organization, and strong communication, with responsibility for accurately documenting service requests, coordinating repair appointments, and developing thoughtful work plans that keep services running smoothly.

In addition, this role plays a critical role in ensuring students have access to technology by supporting the library’s laptop loaner program. Team members build and maintain operating system images, reimage and prepare more than 400 laptops each semester, and ensure devices are reliable and ready for immediate checkout. Applicants who enjoy technical troubleshooting, collaborative work, and contributing to student success will find this position both engaging and rewarding within UVU’s supportive, student‑focused campus community.

• Customer Communication:
  Greet customers and accept their computers for service, providing a clear, friendly point of contact. Effectively communicate with customers about the scope of work to be performed on their devices, ensuring transparency and understanding. Verify the required service, such as data recovery, malware removal, hardware replacement, password removal, OS installs, and software installs. Provide clear explanations of service options, costs, and timelines.
• Device Diagnosis:
  Conduct a comprehensive diagnosis of customer devices to identify and document issues accurately. Determine the required service and prepare a detailed work plan.
• Library Laptop Loaner Program:
  Build and maintain OS images for the library laptop loaner program, ensuring availability and functionality for students.
• Appointment Scheduling:
  Schedule consultations and service repairs, coordinating with customers to set convenient service times.
• Documentation Management:
  Maintain a thorough record of all customer service requests, ensuring all documentation is accurately recorded in the ticketing system. Regularly update ticket entries to keep customers informed of the progress and status of their devices.
• Other duties as assigned.

Graduation from a standard senior high school or the equivalent and two years of any combination of computer‑related education and/or technical support and customer service experience related to the Summary of Duties.

• Understanding of computer hardware components, operating systems (Windows, macOS, Linux), and common software applications.
• Knowledge of various computer services, including data recovery, malware removal, hardware replacement, password removal, OS installations, and software installations.
• Familiarity with ticketing systems for documentation and tracking of customer service requests and updates.
• Knowledge in diagnosing hardware and software issues in customer devices, with the ability to provide accurate problem assessments.
• Understanding of excellent customer service principles, including effective communication, active listening, and customer‑focused solutions.
• Knowledge of appointment scheduling procedures and tools to coordinate with customers for service consultations and repairs.
• Knowledge of building and maintaining OS images for loaner laptops, ensuring proper configurations for student use.

• Skill in identifying and resolving hardware and software issues in customer devices, including diagnosing and repairing problems effectively.
• Strong interpersonal and communication skills, with the ability to explain technical concepts to non‑technical customers in a clear and understandable manner.
• Exceptional attention to detail and organizational skills for documenting service requests, work performed, and customer…