Problem Resolution Expert

4 days ago


Salt Lake, Utah, United States Western Governors University Full time

Western Governors University is a leading online university committed to providing students with an exceptional educational experience. As a Technical Support Specialist, you will be responsible for evaluating and resolving complex technical issues, ensuring seamless operations and high-quality services for our students and faculty.

We offer a competitive salary range of $79,300 - $118,900, taking into account various factors such as skill sets, experience, training, licensure, and certifications. This role requires strong analytical and problem-solving skills, as well as excellent communication and interpersonal skills.

Key Responsibilities:
  • Evaluate and respond to incidents and problems reported by various support teams, engineers, and other staff through Teams chats/channels, emails, OpsGenie alerts, and proposed Parent Incidents.
  • Create Major/Minor Incidents and Problem Records based on the severity matrix, thoroughly documenting each case.
  • Communicate with stakeholders and follow up on active Major/Minor Incidents and Problems to drive resolution with respect to urgency.
  • Develop and maintain relationships with Ed Tech and business stakeholders, serving as a single point of contact for Major/Minor Incidents and Problem Records.
  • Maintain self-management, taking initiative in performing other job-related duties as assigned.
Required Skills and Qualifications:
  • Education:
  • Bachelor's Degree in Computer Information Systems, Computer Science, or a related field.
  • Experience:
  • 1 year of incident management escalation practice.
  • Skills:
  • Strong analytical and problem-solving skills, with the ability to work independently and make decisions with minimal management intervention.
  • Excellent communication and interpersonal skills, with the ability to build relationships with stakeholders at all levels.

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