Bench Technician- EUTS

Position Announcement

Join Utah Valley University and play a key role in supporting student success through hands-on technology services. This position offers the opportunity to solve a wide range of technical challenges, from hardware repairs and software installations to malware removal, data recovery, and operating system deployment. Team members serve as a trusted resource for students, faculty, and staff, combining technical expertise with outstanding customer service to deliver timely, effective solutions that keep learning and productivity on track.

In this role, you will make a direct impact on the student experience by managing technology resources that support academic achievement, including preparing and maintaining hundreds of laptops for student use each semester. The position provides valuable experience in technical troubleshooting, device management, customer engagement, and process documentation while working in a collaborative university environment that values innovation, service excellence, continuous learning, and professional growth.

• Customer Communication:
  Greet customers and receive their computers for service, providing a clear and 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 appointments for consultations and service repair, 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.

Knowledge

• 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.

Skills

• 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 interactions.
• Effective problem-solving and critical thinking skills to devise solutions for complex technical issues and provide recommendations to customers.
• Ability to manage multiple service requests, appointments, and device check-ins and check-outs efficiently.

Abilities

• Ability to provide customer-centric solutions and ensure customer satisfaction in all service interactions.
• Capacity to quickly adapt to new technologies and stay up-to-date with the latest industry trends.
• Strong organizational skills to manage service records, appointments, and ensure timely device service and returns.
• Ability to work independently, manage time effectively, and take initiative in resolving technical issues.
• Willingness and capability to work as part of a team, collaborating with colleagues to meet customer needs and support the organization's goals.

UVU employment decisions are made on the basis of an applicant's qualifications and ability to perform the job without regard to race, color, religion, national…