Western Governors University · 1 day ago
Service Desk Technician I
SLC Metro Area
Full-time
Hybrid
Entry Level
$20.33/hr - $29.51/hr
1+ years expWestern Governors University is committed to expanding access to higher education through innovative online programs. The Service Desk Technician I will be responsible for managing omnichannel interactions from end users, providing initial assessments and support, and ensuring timely resolution of incidents and service requests.
Higher Education
Responsibilities
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
Qualification
Required
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 min's) 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
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
Preferred
6 months of related technical or contact center work experience
ServiceNow and Salesforce ticketing system experience
CompTIA A+, Google IT Support Certification or equivalent
ITIL Foundations V3 or higher
Benefits
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
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
Other paid leaves, including up to 12 weeks of parental leave
Company
Western Governors University
Western Governors University focuses on improving lives by creating pathways to opportunity for its students.
5001-10000 employees
H1B Sponsorship
Western Governors University has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (6)
2024 (4)
2023 (12)
2022 (30)
2021 (17)
2020 (37)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
Kauffman Foundation
2025-05-08Grant
Leadership Team
Stephen Herzig
Vice President of Enterprise Solutions
Kacey Thorne
Senior Director, Academic Strategic Initiatives
Recent News
2025-12-02
2025-10-29
Long Beach City College
2025-10-03
Company data provided by crunchbase