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.

About ORIS: The Office of Research Information Systems (ORIS) manages the Information Systems for the Vice President for Research. ORIS primarily supports Pre-Award and Post-Award grant management, the Institutional Review Board, Conflict of Interest, and other compliance-related systems.

Work Arrangement: 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.

Responsibilities:

• Provide 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.
• Investigate escalated issues by reviewing initial support notes and gathering additional information from customer.
• Update tracking system of incident logs and convey customer feedback to teams responsible for product development.
• May escalate extremely technical or sophisticated issues to technical product support engineers or management.
• Require advanced knowledge of organization's products and/or services, policies, terms, and conditions.
• Conduct complex, important work under minimal supervision and with wide latitude for independent judgment.

Minimum Qualifications:

EQUIVALENCY STATEMENT: 1 year of higher education can be substituted for 1 year of directly related work experience (Example: bachelor's degree = 4 years of directly related work experience).

Remote Technical Product Support Specialist, III: Requires a bachelor's (or equivalency) + 6 years or a master's (or equivalency) + 4 years of directly related work experience.

Preferences:

• 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.

The University of Utah values candidates who have experience working in settings with students from diverse backgrounds and possess a strong commitment to improving access to higher education for historically underrepresented students. Individuals from historically underrepresented groups are encouraged to apply. Veterans' preference is extended to qualified applicants, upon request and consistent with University policy and Utah state law. Upon request, reasonable accommodations in the application process will be provided to individuals with disabilities.

The University of Utah is an Affirmative Action/Equal Opportunity employer and does not discriminate based upon race, ethnicity, color, religion, national origin, age, disability, sex, sexual orientation, gender, gender identity, gender expression, pregnancy, pregnancy-related conditions, genetic information, or protected veteran's status. The University does not discriminate on the basis of sex in the education program or activity that it operates, as required by Title IX and 34 CFR part 106. The requirement not to discriminate in education programs or activities extends to admission and employment. Inquiries about the application of Title IX and its regulations may be referred to the Title IX Coordinator, to the Department of Education, Office for Civil Rights, or both.