Utah State University

IT Service Desk Technical Communications Coordinator

City Logan Campus
Posted Date 1 month ago(8/8/2023 10:57 AM)
Requisition ID
# of Openings
Job Locations
Category (Portal Searching)
Information Technology
Position Type
Benefited Full-Time
Job Classification
Percent of Time or Hours per Week
40 Hours per week
Finance & Administrative Service
Information Technology
Advertised Salary
Commensurate based on experience plus excellent benefits
Telework Eligible


Are you great at discovering, understanding, and simplifying technical processes AND translating them in ways that anyone would know what to do?


“Oh wow. We are dumping Duo and going to Microsoft Multifactor Authentication…”
“USU needs to change how to connect to and use wireless networks. Help!”
“Eduroam? Wut.”
“Box has this new thing! And?”


Join us! Own and create great IT and Service Desk communications and communication processes that help USU students, staff, faculty and emeriti quickly understand what to do and how to do it from a self-service perspective!


Help us meet the communication needs of IT and the IT Service Desk and ensure that they are effective and usable: correct, informational, clear and concise. All in support of the University community.


We believe if our knowledge bases, emails, notifications, website content, training and other material are crafted well enough, the ability of USU students and employees to “happily self-serve” will increase, reducing frustration and unnecessary calling and waiting in line at the service desk.


Additionally, you will help us with software licensing coordination and communications, as well as tracking hardware purchases, surplus, and repairs.  Come join us as the IT Service Desk Technical Communications Coordinator (Staff Assistant III)!


  • Technical Communication – utilize varied forms of communication to ensure the University community is aware of what IT services are available and how to use them. Work with other IT teams to evaluate, review and implement communications (60% or more)!
    • Own our student and employee facing IT knowledge base. Get stuff relevant. (Develop and improve knowledge base articles to inform, direct and provide “How To” instructions on IT systems and services).
    • Develop and send email communications to correct communities announcing changes to IT services
    • Communicate to the University community changes to IT services by designing and deploying information using tools such as digital signage, information cards, websites and social media
    • Monitor and use Slack channels to answer questions and update the University community on changes in IT services
  • Software Licensing Coordination – providing communications and direction to the campus community on the latest software releases available to University employees (30% or less)!
    • Coordinate with software vendors and manufacturers to meet University and manufacturer compliance of software sales and use at Utah State University
    • Manage the online software licensing store to improve the ordering process, ensure accuracy in products offered, pricing, and distribution
    • Oversee the renewal of software licenses, coordinating with the Service Desk Student Supervisor and Service Desk Manager on quantities and pricing
    • Develop and implement a means of communicating with the campus community to bring awareness to the services and values offered through software licensing
    • Coordinate with University departments to evaluate the use of specialized software, such as: AutoCAD, MathWorks, ESRI, etc. Where needed, coordinate contract renewals, billing and administration
    • Coordinate with technical team to provide installation and troubleshooting support for software sold through the software licensing site
  • Tracking Hardware Purchases, Surplus, and Repairs (10%)
    • Oversee the purchasing and charging (reimbursement to IT) of all hardware for hardware repairs, support agreement customers and Service Desk team members
    • Ensure client purchases are processed, billed and charged correctly
    • Coordinate and manage the Surplus process for internal and client devices
  • Other duties as assigned


Minimum Qualifications:

  • Show us examples of instructions, notifications, guides, and other communications you have created, or would create, to be consumed by non-technical persons!
  • Bachelor’s degree in communication, English with a technical writing emphasis, or technical field; OR four years of experience in technical writing; OR an equivalent combination of education and experience
  • Have excellent writing, proofreading, and editing skills.
  • Ability to effectively edit and format content in website content management systems.
  • Excellent customer service skills
  • Excellent communication skills both verbal and written
  • Strong organizational skills
  • Ability to work with limited supervision
  • Excellent problem-solving skills
  • Ability to be a positive team player while working in a team environment
  • You’ve done this stuff before, right?
  • Yes, we know the above list isn’t written well or consistently, that’s why we need you.

Preferred Qualifications:

  • Comfortable using common IT tool platforms that organize and convey messages, including content management systems (USU uses Omni CMS/Service Now), forms, knowledge base, and ticketing tools (USU uses ServiceNow) and corporate messaging platforms (USU uses Slack, Outlook, etc.)
  • Experience with software licensing and contracts management
  • Experience writing technical documentation consumable by lay-persons.

Required Documents

Along with the online application, please attach:

  1. Resume to be uploaded at the beginning of your application in the Candidate Profile under “Resume/CV”
  2. Cover letter to be typed/pasted at the end of your application

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

Advertised Salary

Commensurate based on experience plus excellent benefits


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

Founded in 1888, Utah State University is Utah’s premier land-grant and space-grant university, with a strong commitment to excellence, access, and inclusion. USU serves approximately 27,500 students throughout the state at three residential campuses, eight statewide campuses, and 23 education centers. USU Online has served students from all 50 states and 55 countries for over 25 years, and USU Extension provides outreach and service to all counties in Utah.  


As a land-grant university, USU engages communities and empowers people to lead successful lives of involvement, innovation, and impact. As an R1 research institution, USU provides a high-quality undergraduate and graduate education at an affordable price. Washington Monthly has consistently ranked USU in the top 10 among public universities for contribution to social mobility, research, and public service.  


Utah State is committed to cultivating a diverse, equitable, and inclusive community where different perspectives, values, cultures, and identities are acknowledged, welcomed, and valued. We seek to recruit, hire, and retain people from all walks of life who will champion excellence in education, research, discovery, outreach, and service. We believe that promoting a strong sense of community and belonging empowers and engages all members of USU to thrive and be successful. Learn more about USU. 


The university provides a Dual Career Assistance Program to support careers for partners who are also seeking employment. Additionally, USU is committed to providing access and reasonable accommodations for individuals with disabilities. To request a reasonable accommodation for a disability, contact the university’s ADA Coordinator in the Office of Human Resources at (435) 797-0122 or hr@usu.edu. 


About the Region

U.S. News and World Report ranked Utah first for its strong economy, fiscal stability, education, and health care. Outstanding outdoor recreational opportunities abound throughout the state, including five national parks, 43 state parks and recreation areas, and 15 alpine ski resorts. The home of USU’s main campus, Logan, is a city of 54,000-plus people in a picturesque mountain valley 80 miles north of Salt Lake City. The Logan metro area claimed the top spot in the Milken Institute’s 2022 ranking for best-performing small cities in the nation. 


*updated 7/2023

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 Cody Carmichael, 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


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