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Job Details

Help Desk Analyst

Company name
University of Utah Medical Group

Salt Lake City, UT

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Open Date


Requisition Number


Job Title

Coordinator, Information

Working Title

Help Desk Analyst

Job Grade




Patient Sensitive Job Code?


Standard Hours per Week


Full Time or Part Time?

Full Time



Work Schedule Summary

VP Area

U of U Health - Academics


01442 - Web and Interactive Marketing




Salt Lake City, UT

Type of Recruitment

External Posting

Pay Rate Range

$34,000 to $44,000

Close Date

Open Until Filled


Job Summary

This is a Help Desk Analyst Position designed to assist in the support for the end-users of the U of U Health intranet. You will work a team by responding to and diagnosing problems through discussion with users. Includes problem recognition, research, isolation, resolution and follow-up steps. Escalates problems to next level as appropriate and may follow-up to obtain final resolution to close ticket. May interact with Developers and Business Analysts to assist the needs of various business lines and help restore services and correct core problems.


1. Answers first level calls to Service Desk

2. Provides accurate and creative solutions to customer problems of moderate nature to ensure customer productivity

3. Assists in the resolution of customer and support issues to ensure timely distribution of knowledge and positive impact on customer satisfaction

4. Acquires and maintains current knowledge of relevant products and support policies in order to provide accurate solutions to customers

5. Assists in maintaining Service Desk e-mail and support tickets by reading, opening/documenting information into tracking tickets and escalating to proper person or department

6. Assists in the development and maintenance of a problem resolution knowledge base

This job description is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.

Work Environment and Level of Frequency typically required

Nearly Continuously: Office environment.

Physical Requirements and Level of Frequency that may be required

Nearly Continuously: Sitting, hearing, listening, talking.

Often: Repetitive hand motion (such as typing), walking.

Seldom: Bending, reaching overhead.

Minimum Qualifications

Bachelor s degree in a related field or equivalency (2 years related work experience may be substituted for 1 year of education). Two years experience in collecting, organizing analyzing, and presenting data; and demonstrated human relations and effective communication skills required.

Department Specific Technical Requirements

Aptitude for providing excellent customer service

Good communication, problem solving skills and telephone etiquette

Ability to use Service Desk standards and follow guidelines

Broad range of network, desktop, telephony and web knowledge is highly desirable

Maintains currency and high level of technical skill in field of expertise

Knowledge of basic System Administration functions

Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.


Good communication skills

Strong customer focus

Ability to be flexible

Ability to self-manage and have time prioritizing skills

Ability to work well on a team


Benefited Staff

Special Instructions Summary

Additional Information

The University of Utah is an Affirmative Action/Equal Opportunity employer and is committed to diversity in its workforce. In compliance with applicable federal and state laws, University of Utah policy of equal employment opportunity prohibits discrimination on the basis of race or ethnicity, religion, color, national origin, sex, age, sexual orientation, gender identity/expression, veteran s status, status as a qualified person with a disability, or genetic information. Individuals from historically underrepresented groups, such as minorities, women, qualified persons with disabilities, and protected veterans are strongly encouraged to apply. Veterans preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law.

To inquire about this posting, email: edu or call . Reasonable accommodations in the application process will be provided to qualified individuals with disabilities. To request an accommodation or for further information about University AA/EO policies, please contact the Office of Equal Opportunity and Affirmative Action, 201 S. Presidents Cr., Rm 135, (V/TDD ), email: utah. edu .

The University is a participating employer with Utah Retirement Systems ( URS ). To be eligible for retirement contributions, you must be hired into a benefit-eligible position. Certain new hires are automatically assigned to the URS retirement plan and other employees with prior URS service, may elect to enroll in the URS within 30 days of hire. Regardless of whether they are hired into a benefit-eligible position or not, individuals who previously retired and are receiving monthly retirement benefits from URS must notify the Benefits Department upon hire. Please contact Utah Retirement Systems at or or the University s Benefits Department at for information.

This position may require the successful completion of a criminal background check and/or drug screen.


Salt Lake City, Utah, United States of America





Employment Agency

University of Utah Medical Group


University of Utah Medical Group



Posted Date

5/16/2018 1:32:57 PM


Company info

University of Utah Medical Group

Company Profile

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