Mid Level Customer Support Technician Jobs
Mid level customer support technician jobs go to professionals ready to own complex issue resolution end to end, mentor newer team members, and shape support processes without constant oversight. Roles are spread across on-site, remote, and hybrid settings in Technology & Software, Manufacturing, and Healthcare & Medical Services, with employers like Fortinet, ASM, and Amazon hiring at this level now.
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INTRODUCTION
University Information Technology (UIT) has an opening for a full-time, benefited help desk position. Until further notice, this position is eligible for hybrid or on-site work from within the state of Utah. Please note that this position requires on-site training and, occasionally, on-site work.
An employee hired into this role who telecommutes will be responsible for providing space, telephone, printing, networking and/or internet capabilities at the telecommute location and signing the University of Utah Telecommuting Agreement. The employee will also be responsible for transportation and related expenses for on-site work.
ABOUT UIT
University Information Technology (UIT), the central IT service provider for the University of Utah, reports to the U’s Chief Information Officer and is responsible for many of the U’s shared IT services including the wired and wireless network; Campus Information Services (CIS) portal; UMail, telephone, and online collaboration; digital learning technologies; information security; software licensing; and a host of other IT systems and services.
ABOUT THE UNIVERSITY OF UTAH
Located in Salt Lake City, the U is the flagship institution of the State of Utah’s system of higher education, home to arts and museum venues and a member of the BIG-12 Conference. Skiing and snowboarding opportunities are a short distance from campus, and opportunities to pursue activities from biking to hiking to fishing abound. Salt Lake City is home to the Utah Symphony and Opera, Ballet West, professional sports teams, and a wide range of other cultural and recreational activities.
Responsibilities
The IT Support/Help Desk Technician III is primarily responsible for monitoring Campus Help Desk operations, conducting quality assurance reviews, coaching and developing front-line support staff, and promoting adherence to established service standards, procedures, and best practices. The position provides guidance on customer service, troubleshooting, documentation, and knowledge management to support a high-quality and consistent support experience.
In addition, this role provides advanced technical support for university users (guests, students, faculty, staff, and affiliates), assisting with escalated hardware, software, account, security, and network-related issues. The position serves as a resource for complex incidents, supports front-line operations as needed, and helps ensure timely and effective resolution of support requests.
The position is also responsible for creating, maintaining, and improving support documentation and knowledge resources, including knowledge base articles, standard operating procedures, and self-service tools, to enhance service quality, consistency, and operational efficiency.
This job description is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to the job.
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:
IT Support / Help Desk Technician, III: Requires 3+ years of related experience.
PREFERENCES
- Strong customer service and communication skills, translating technical issues into effective user support
- Advanced troubleshooting of Windows, macOS, iOS, Android, Microsoft 365, networking, and identity/access management
- Experience with ticketing systems, documentation, knowledge management, and University of Utah systems and processes for consistent service delivery and continuous improvement
LOCATION
Location: Campus
City: Salt Lake City, UT
TYPE
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 the: University of Utah Non-Discrimination page.
Online reports may be submitted at https://oeo.utah.edu
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.
As per University of Utah policy 5-108: Transfer of Benefits Eligible Staff Members, a new hire to the University of Utah who is still serving a 12 month probationary period will not be hired into another University of Utah job (a transfer) until the successful completion of the probationary period.
INTRODUCTION
University Information Technology (UIT) has an opening for a full-time, benefited help desk position. Until further notice, this position is eligible for hybrid or on-site work from within the state of Utah. Please note that this position requires on-site training and, occasionally, on-site work.
An employee hired into this role who telecommutes will be responsible for providing space, telephone, printing, networking and/or internet capabilities at the telecommute location and signing the University of Utah Telecommuting Agreement. The employee will also be responsible for transportation and related expenses for on-site work.
ABOUT UIT
University Information Technology (UIT), the central IT service provider for the University of Utah, reports to the U’s Chief Information Officer and is responsible for many of the U’s shared IT services including the wired and wireless network; Campus Information Services (CIS) portal; UMail, telephone, and online collaboration; digital learning technologies; information security; software licensing; and a host of other IT systems and services.
ABOUT THE UNIVERSITY OF UTAH
Located in Salt Lake City, the U is the flagship institution of the State of Utah’s system of higher education, home to arts and museum venues and a member of the BIG-12 Conference. Skiing and snowboarding opportunities are a short distance from campus, and opportunities to pursue activities from biking to hiking to fishing abound. Salt Lake City is home to the Utah Symphony and Opera, Ballet West, professional sports teams, and a wide range of other cultural and recreational activities.
Responsibilities
The IT Support/Help Desk Technician III is primarily responsible for monitoring Campus Help Desk operations, conducting quality assurance reviews, coaching and developing front-line support staff, and promoting adherence to established service standards, procedures, and best practices. The position provides guidance on customer service, troubleshooting, documentation, and knowledge management to support a high-quality and consistent support experience.
In addition, this role provides advanced technical support for university users (guests, students, faculty, staff, and affiliates), assisting with escalated hardware, software, account, security, and network-related issues. The position serves as a resource for complex incidents, supports front-line operations as needed, and helps ensure timely and effective resolution of support requests.
The position is also responsible for creating, maintaining, and improving support documentation and knowledge resources, including knowledge base articles, standard operating procedures, and self-service tools, to enhance service quality, consistency, and operational efficiency.
This job description is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to the job.
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:
IT Support / Help Desk Technician, III: Requires 3+ years of related experience.
PREFERENCES
- Strong customer service and communication skills, translating technical issues into effective user support
- Advanced troubleshooting of Windows, macOS, iOS, Android, Microsoft 365, networking, and identity/access management
- Experience with ticketing systems, documentation, knowledge management, and University of Utah systems and processes for consistent service delivery and continuous improvement
LOCATION
Location: Campus
City: Salt Lake City, UT
TYPE
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 the: University of Utah Non-Discrimination page.
Online reports may be submitted at https://oeo.utah.edu
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.
As per University of Utah policy 5-108: Transfer of Benefits Eligible Staff Members, a new hire to the University of Utah who is still serving a 12 month probationary period will not be hired into another University of Utah job (a transfer) until the successful completion of the probationary period.
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Find JobsMid Level Customer Support Technician Job Market
Who's Hiring
- Fortinet16
- ASM6
- Amazon6
- Figma5
- Applied Materials5
Top Industries Hiring
- Technology & Software108
- Manufacturing21
- Healthcare & Medical Services21
- Consulting & Professional Services16
- Education15
Mid Level Customer Support Technician Jobs: Frequently Asked Questions
How do I get a mid level customer support technician job?
Position yourself by highlighting ownership, not just task completion. Emphasize tickets or cases you resolved independently, any process improvements you drove, and experience with escalations or cross-functional coordination. Tailor your resume to show technical depth in the tools and systems the employer uses, and use your cover letter to demonstrate that you can operate with limited supervision on real problems.
Which companies hire mid level customer support technicians?
Companies hiring mid level customer support technicians right now include Fortinet, ASM, and Amazon, based on current listings on Migrate Mate as of November 2026. At this level, hiring tends to come from technology companies, managed service providers, and enterprise software firms that need technicians who can handle complex workflows without close management.
Are there remote mid level customer support technician jobs?
Yes, remote and hybrid options are common at this level. About 38% of mid level customer support technician openings are remote or hybrid as of November 2026, reflecting strong demand from employers who trust experienced technicians to work independently. On-site roles still exist, particularly for positions tied to hardware support or regulated industries.
How do I move up to a mid level customer support technician role?
Moving from entry level to mid level takes deliberate skill building over time. Focus on deepening your technical knowledge in the systems your team supports, volunteering for more complex cases, and documenting measurable outcomes like resolution times or customer satisfaction scores. Taking informal ownership of a process or onboarding a newer colleague signals readiness for the expanded scope mid level roles require.
Which industries hire the most mid level customer support technicians?
Mid Level customer support technician roles concentrate in Technology & Software, Manufacturing, and Healthcare & Medical Services, based on current listings on Migrate Mate as of November 2026. These sectors drive consistent hiring at this level because their products and services require knowledgeable technicians who can resolve issues independently and maintain customer relationships through complex support interactions.