Overview

The National Center for Hearing Assessment and Management (NCHAM) at Utah State University is seeking a responsible, energetic and innovative person as a Desktop Support Technician II for the National Technical Resource Center for Early Hearing Detection and Intervention (EHDI). This person will work with the other members of NCHAM's multi-disciplinary team in providing training and support information to state agencies and hospitals that are implementing EHDI programs using the HiTrack data management and tracking computer software. A probationary period of six (6) months must be successfully completed before the employee can be given a continuing appointment.

Responsibilities

• Train new and existing HiTrack customers on the comprehensive and effective use of HiTrack software.
• Resolve HiTrack questions and perform technical troubleshooting, primarily through telephone and email.
• For advanced issues, serve as a bridge between clients and the HiTrack Development Team.
• Answer general EHDI questions and provide support for hospital and research staff members nationwide.
• Thoroughly document and log support sessions.
• Update written manuals and support documentation.

Qualifications

Minimum Qualifications:

• Working knowledge of Windows software applications, computer hardware, and related office equipment.
• Dependable, with a consistent record of reliability and punctuality.
• Knowledge of customer service principles and practices, with excellent interpersonal skills and ability to adapt and interact successfully with people both in person and on the telephone.
• Willing to learn and quickly acquire expertise in both EHDI and the HiTrack tracking and data management program for newborn hearing screening.

Preferred Qualifications:

• Working knowledge and troubleshooting skills with the Google Chrome web browser, Windows operating system, Microsoft Office suite, and email applications.
• Three years of related experience, OR an Associate's degree plus one year of related experience, OR an equivalent combination of education and experience. 

Knowledge, Skills, & Abilities

• Ability to function successfully as a member of a multi-disciplinary team.
• Ability to be self-motivated and task-oriented.
• Ability to be adaptable to stress and new challenges.
• Ability to accept constructive feedback.
• Excellent communication skills - verbal, written and listening.

Required Documents

Along with the online application, please attach:

**Document size may not exceed 10 MB.**

Advertised Salary

ADA

Employees work indoors and are protected from weather and/or contaminants, but not, necessarily, occasional temperature changes. The employee is regularly required to sit and often uses repetitive hand motions.

University Highlights

Utah State University (USU) was founded in 1888 and is Utah’s land-grant and space-grant university. USU is one of only 146 research institutions in the U.S. classified as R1 “very high research activity” by the Carnegie Classification of Institutions of Higher Education. As one of the two premier research institutions in Utah, USU provides a high-quality education at an affordable price. With its main campus in Logan, the university serves approximately 27,500 students, including 24,255 undergraduates and 3,171 graduate students. USU Online has served students from all 50 states and 55 countries for 25 years.

USU’s statewide system features three residential campuses, 30 total campus locations, and 23 Extension education centers. The university employs 903 full-time faculty members, 124 executive administrators, and 1,649 full-time support staff. USU offers 115 undergraduate majors, as well as 91 master’s and 42 doctoral degrees. Learn more about USU.

A core characteristic of USU is engagement with communities and people in economic development, improvements to quality of life, and human capital. Through the practical application of knowledge, the University and its faculty engage and share expertise with the state, nation, and world, preserving the historical land-grant tradition of partnering with communities to address critical societal issues in the interest of the public good.

The USU main campus is located in beautiful Logan, Utah, a city of about 50,000 situated in a picturesque mountain valley about 80 miles north of Salt Lake City. Outstanding recreational opportunities abound in the nearby mountains and proximate region.

USU is sensitive to the needs of dual career couples and provides a Dual Career Assistance program to support careers for partners who are also seeking employment.

USU endeavors to provide reasonable accommodations to ensure equal access in all aspects of employment to qualified persons with disabilities. To request a reasonable accommodation for a disability, please contact the university’s ADA Coordinator in the Human Resource office at 435-797-0122 or submit a request at hr@usu.edu.

USU Land Acknowledgment

Please visit our website to learn about Utah State’s land acknowledgment of the eight tribes of Utah.

Notice of Non-discrimination

In its programs and activities, including in admissions and employment, Utah State University does not discriminate or tolerate discrimination, including harassment, based on race, color, religion, sex, national origin, age, genetic information, sexual orientation, gender identity or expression, disability, status as a protected veteran, or any other status protected by University policy, Title IX, or any other federal, state, or local law.

The following individuals have been designated to handle inquiries regarding the application of Title IX and its implementing regulations and/or USU’s non-discrimination policies:

Executive Director of the Office of Equity Matthew Pinner, discrimination@usu.edu, Distance Education Rm. 401, 435-797-1266

Title IX Coordinator Matthew Pinner, titleix@usu.edu, Distance Education Rm. 404, 435-797-1266

Mailing address: 5100 Old Main Hill, Logan, Ut 84322

For further information regarding non-discrimination, please visit https://equity.usu.edu/, or contact:

U.S. Department of Education, Office of Assistant Secretary for Civil Rights, 800-421-3481, OCR@ed.gov

U.S. Department of Education, Denver Regional Office, 303-844-5695, OCR.Denver@ed.gov

*updated 11/2022