Remote Technical Product Support Specialist

Remote Technical Product Support Specialist

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.

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.

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.

Excellent health care coverage at affordable rates, 14.2% retirement contributions, generous paid leave time, 10 paid holidays per year, 50% tuition reduction for employee, spouse, and dependent children, flex spending accounts, free transit on most UTA services, employee discounts on a variety of products and services including cell phones & plans, entertainment, health and fitness, restaurants, retail, and travel, 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. 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 include 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). Department may hire employee at one of the following job levels:

• Remote Technical Product Support Specialist, II: Requires a bachelor's (or equivalency) + 4 years or a master's (or equivalency) + 2 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 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.

The University of Utah values candidates who have experience working in settings with students and possess a strong commitment to improving access to higher education. 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. Consistent with state and federal law, the University of Utah 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.