Remote Technical Product Support Specialist III

Details

Open Date 12/09/2025

Requisition Number PRN43771B

Job Title Remote Technical Product Support Specialists

Working Title Remote Technical Product Support Specialist III

Career Progression Track P00

Track Level

FLSA Code Computer Employee

Patient Sensitive Job Code? No

Standard Hours per Week 40

Full Time or Part Time? Full Time

Shift Day

Work Schedule Summary

While some remote work may be possible, this role requires regular, weekly on-site attendance.

VP Area President

Department 00639 - VP for Research

Location Campus

City Salt Lake City, UT

Type of Recruitment External Posting

Pay Rate Range $57,000 - $63,800

Close Date 01/16/2026

Priority Review Date (Note - Posting may close at any time)

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://benefits.utah.edu/university-funded-retirement-accounts/)

• Generous paid leave time (https://www.hr.utah.edu/benefits/paidLeave.php)

• 10 paid Holidays per year

• 50% tuition reduction (https://www.hr.utah.edu/benefits/tuition.php) for employee, spouse, and dependent children

• Flex spending accounts (https://www.hr.utah.edu/benefits/fsa.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

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).

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.

Type Benefited Staff

Special Instructions Summary

Additional Information

The University is a participating employer with Utah Retirement Systems (“URS”). Eligible new hires with prior URS service, may elect to enroll in URS if they make the election before they become eligible for retirement (usually the first day of work). Contact Human Resources at (801) 581-7447 for information. Individuals who previously retired and are receiving monthly retirement benefits from URS are subject to URS’ post-retirement rules and restrictions. Please contact Utah Retirement Systems at (801) 366-7770 or (800) 695-4877 or University Human Resource Management at (801) 581-7447 if you have questions regarding the post-retirement rules.

This position may require the successful completion of a criminal background check and/or drug screen.

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. 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.

To request a reasonable accommodation for a disability or if you or someone you know has experienced discrimination or sexual misconduct including sexual harassment, you may contact the Director/Title IX Coordinator in the Office of Equal Opportunity and Title IX ( OEO ). More information, including the Director/Title IX Coordinator’s office address, electronic mail address, and telephone number can be located at: https://www.utah.edu/nondiscrimination/

Online reports may be submitted at oeo.utah.edu

https://safety.utah.edu/safetyreport This report includes statistics about criminal offenses, hate crimes, arrests and referrals for disciplinary action, and Violence Against Women Act offenses. They also provide information about safety and security-related services offered by the University of Utah. A paper copy can be obtained by request at the Department of Public Safety located at 1658 East 500 South.