Remote Technical Product Support Specialist III
Remote Technical Product Support Specialist, III
The Office of Research Information Systems (ORIS) is seeking a Remote Technical Product Support Specialist, III. This position will review, analyze, and evaluate information technology systems operations. This individual will determine user needs and requirements and recommend ways to improve systems. They will serve as a primary point of contact between users and engineering/development staff, ensuring clear communication and effective issue resolution. In addition to technical support responsibilities, this position will play a key role in advancing a centralized support model for research compliance systems. ORIS aims to serve as a hub for research-related technology inquiries, providing guidance and connecting users to the appropriate resources or systems across the institution. The specialist will help streamline support processes, improve user experience, and ensure that researchers and staff are directed to the right solutions quickly and efficiently.
This position is hybrid. The incumbent will be required to work on campus but will also be able to telecommute a portion of their time, dependent on departmental needs and in accordance with the University of Utah Telecommuting Agreement. This agreement can terminate remote work at any time.
Benefits include excellent health care coverage, retirement contributions, paid leave time, paid holidays, tuition reduction, flex spending accounts, free transit on most UTA services, employee discounts, and growth and professional development opportunities.
Responsibilities include providing mid-level/tier two technical product support to customers remotely via inbound/escalated calls, emails, live chat, video, etc., by handling inquiries, assisting lower-level technical product support, and troubleshooting more complex technical product-related issues. They will investigate escalated issues by reviewing initial support notes and gathering additional information from customers. They will update tracking systems of incident logs and convey customer feedback to teams responsible for product development. They may escalate extremely technical or sophisticated issues to technical product support engineers or management. They require advanced knowledge of the organization's products and/or services, policies, terms, and conditions. They are considered highly skilled and proficient in their discipline and conduct complex, important work under minimal supervision and with wide latitude for independent judgment.
Minimum qualifications include a bachelor's (or equivalency) plus six years or a master's (or equivalency) plus four years of directly related work experience. Preferences include experience with ITIL (Information Technology Infrastructure Library) frameworks, including incident, problem, and change management processes. Ability to apply ITIL principles to improve service delivery, streamline workflows, and enhance user experience in a centralized support environment.