Service Desk Technician - Salt Lake Office

Grade:
Services 205 Pay Range: $20.33 - $29.51

The Service Desk Technician is responsible for direct support of users contacting the WGU IT Service Desk for assistance with either service requests or incidents as defined in accordance with the Service Desk procedures. They respond to Omnichannel interactions from both students and staff needing technical assistance.

• Receive Omnichannel interactions from end users, and create incidents or Service Requests, logging all pertinent information.
• Provides initial assessment, categorization, and prioritization of Incidents and Service Requests and provides initial support, targeting a higher level of first contact resolution.
• Ensures Incidents and Service Requests are properly escalated to appropriate IT support groups.
• Perform hierarchical escalation to Service Desk Management and the IT Leadership Group.
• Maintains ownership of Incidents, ensuring timely entry, updating, Communication and resolution of all issues.
• Adheres to company policies, including attendance, punctuality, and minimum performance expectations.
• Adheres to confidentiality of student and staff information.
• Performs other related duties as assigned.
• May participate in peripheral projects, including not limited to employee engagement, knowledge base creation and maintenance, training, data gathering and reporting.

• Ability to work independently and in dynamic environment.
• Strong communication, interpersonal, and analytical skills.
• Ability and desire to provide excellent customer service to internal customers.
• Strong analytical skills balanced with effective communication and excellent customer service skills.
• Exceptional verbal and written communication skills.
• Tasks are accomplished by following a defined standard or set of procedures to achieve day‑to‑day objectives with limited impact on the area.
• The work performed is closely supervised and consists of tasks that are routine and well defined with specific instructions to achieve standardized solutions.
• Problems and issues faced are routine and solutions are readily available. There is a well‑established and familiar set of activities and/or processes that will derive a solution.
• There is a responsibility for checking data and information for minor changes.
• Communication with contacts within the job area is typical, and information that is provided or obtained requires little explanation or interpretation.

• 1‑2 years of related experience or similar training and development.
• Requires basic knowledge of technical processes and procedures, including basic troubleshooting theory.
• Appropriate Technical Support experience and knowledge required for Tier 1 Technicians.
• Familiarity with Windows and MacOS platforms.
• Understanding of mainstream Internet Browser troubleshooting.
• High School Diploma or GED.

• Candidate must reside within commuting distance (30 minutes) of WGU offices (Salt Lake City, UT).
• This position offers a hybrid working model requiring at least 60% in office (3/5 days per week) and may be altered at leadership discretion to meet the needs of the business, to staff specific projects, or to address performance concerns.
• Requires employee to consistently meet department/role‑specific performance metrics.

• 6 months of related technical or contact center work experience.
• Service Now and Salesforce ticketing system experience.
• CompTIA A+, Google IT Support Certification or equivalent.
• ITIL Foundations V3 or higher.

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.

Full‑Time Regular Positions (classified as regular and working 40 standard weekly hours):
This is a full‑time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.

Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at recruiting.

All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.