Remote Technical Product Support Specialist

Remote Technical Product Support Specialist

Job Summary

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.

• Excellent health care coverage (https://
  www.hr.utah.edu/forms/lib/SummaryComparisonEmployeeHCP.pdf) at affordable rates
• 14.2% retirement contributions (https://be
  nefits.utah.edu/university-funded-retirement-accounts/)
• Generous paid leave time (https://www.hr.utah.edu/bene
  fits/paidLeave.php)
• 10 paid Holidays per year
• 50% tuition reduction (https://www.hr.utah.edu/benefi
  ts/tuition.php) for employee, spouse, and dependent children
• Flex spending accounts (https://www.hr.utah.edu/benefits/f
  sa.php)
• 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

Learn more about the great benefits of working for University of Utah:
benefits.utah.edu

The department may choose to hire at any of the below job levels and associated pay rates
based on their business need and budget.

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.
• Considered highly skilled and proficient in discipline.
• 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).
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

• 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.

Special Instructions

Requisition Number: PRN44212B
Full Time or Part Time? Full Time
Work Schedule Summary: While some remote
work may be possible, this role requires regular, weekly on-site attendance.
Department: 00639 – VP for Research
Location: Campus
Pay Rate Range: $51,000 – $63,800
Close Date: 3/6/2026
Open Until Filled:

To apply, visit https://utah.peopleadmin.com/postings/196296

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