Service Desk Technician

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Closing Date:

Type of Position:

Professional Staff - Information TechnologyNo

Job Type:

RegularNo

Institution Name:

University of Arkansas Grantham

Founded in 1951, the University started as Grantham Radio License School - a private, postsecondary, degree-granting distance education institution. Over time, and as technology advanced, so too did our ability to serve our students. Since 2000, Grantham began offering degree programs exclusively online.

Department:

Information Technology Team

Department's Website:

Summary of Job Duties:

The University of Arkansas Grantham is looking for a Service Desk Technician to join our team in Little Rock, AR. Candidates must live and work full-time in the area.

POSITION DESCRIPTION:
This position is the primary contact for the service desk which handles call, chat, email, and ticket requests to support the employees and students of University of Arkansas Grantham. The Service Desk Technician installs, upgrades, and repairs employee hardware and software. The position is responsible for setting up new user accounts, adding permissions and any technical training needed. This position is partially remote but does require on-site work for managing and shipping physical assets to remote employees. This is a non-supervisory position.

70% - Technical Support
● Receive (via phone, email, IM, ticket, or in person), prioritizes, documents, and actively resolves user help requests.
● Troubleshoot software, hardware, and network connection issues for users, including remotely accessing user workstations as needed for hands-on support.
● Install or upgrade software on client end point devices and instruct user on use.
● Project a professional and courteous image to all internal and external customers.
● Other duties as assigned

20% -Equipment Management and Maintenance
● Employee is expected to spend approximately 20% of their time performing onsite duties during a typical week, with the potential to increase to up to 50% as needed.
● Manage physical inventory of computer systems and diligently maintain related inventory records.
● Maintain and monitor inventory of peripherals and supplies.
● Receive and ship equipment to remote employees, including resetting and cleaning returned equipment as needed.
● Maintain organize and physically secure work space and storage.
● Perform minor repairs on damaged or broken end-user equipment such as laptops, monitors, printers, and other peripherals.
● Coordinate with vendors for hardware support and repairs.

5% - Project Assistance
● Collaborate with others in the IT team to deliver service requests and projects by established due dates

5% - Continuous Learning and Development
● Continuously update skills and knowledge through required training
● Maintain knowledge of current IT and university processes and business systems
● Seek feedback and opportunities for growth to enhance expertise and effectiveness

Qualifications:

EDUCATION:

●        Associate’s degree in Management Information Systems, Information Technology, or similar program preferred; four years’ experience in a technical support, help desk, or similar role may be substituted.

 

WORK EXPERIENCE:

●        Experience with troubleshooting hardware and software issues

●        Experience with anti-virus software, operating system installation, application installation, browser-based Software-as-a-Service applications required

●        Intermediate experience with Windows operating systems

●        Experience working in a remote environment preferred

 

SKILLS:

●        Excellent communication skills and customer service skills are required

●        Ability to answer frequent phone calls for long periods of time

●        Ability to document issues into ticketing system while on the phone with end user

●        Ability to multi-task, maintaining close attention to detail and timeliness of work production.

●        Ability to work in a positive team-oriented manner with a variety of people (students, faculty, staff, administrators, vendors, and members of the general public).

●        Language Skills: Able to read, analyze, and interpret common journals and legal documents. Able to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Able to effectively present information to executive management, faculty, staff, and/or students.

●        Mathematical Skill: Able to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

●        Reasoning Ability: Able to define problems, collect data, establish facts, and draw valid conclusions. Ability to present facts to faculty for departmental response. Able to deal with a variety of information presented in oral or written formats. Able to deal with non-verbal behavior in assisting with problem resolution.

●        Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Frequently required to use hand to finger, handle, or feel (including the use of computer keyboards) and talk or hear (including the use of a telephone and computer).

• Occasionally required to walk, stand, and make presentations

• This position may involve sitting at a desk for extended periods of time

• Specific vision abilities include close vision and distance vision

 

University of Arkansas Grantham will seek to reasonably accommodate qualified individuals with a disability. Such reasonable accommodation may take the form of making existing facilities readily accessible to or usable by individuals with a disability, restructuring jobs, modifying schedules, acquiring, or modifying equipment, adjusting training materials, adjusting employment policies, and the like.

               

             

Additional Information:

$45,000Proof of Veteran Status, Resume

Special Instructions to Applicants:

Jenny Seifert, Sr. Recruitment and Benefits Administrator, jseifert@uagrantham.edu

All application materials must be uploaded to the University of Arkansas System Career Site https://uasys.wd5.myworkdayjobs.com/UASYS  

Please do not send to listed recruitment contact.

Pre-employment Screening Requirements:

The University of Arkansas is committed to providing a safe campus community. We conduct background checks for applicants being considered for employment. Background checks include a criminal background check and a sex offender registry check. For certain positions, there may also be a financial (credit) background check, a Motor Vehicle Registry (MVR) check, and/or drug screening. Required checks are identified in the position listing. A criminal conviction or arrest pending adjudication or adverse financial history information alone shall not disqualify an applicant in the absence of a relationship to the requirements of the position. Background check information will be used in a confidential, non-discriminatory manner consistent with state and federal law.

The University of Arkansas is an equal opportunity institution. The University does not discriminate in its education programs or activities (including in admission and employment) on the basis of any category or status protected by law, including age, race, color, national origin, disability, religion, protected veteran status, military service, genetic information, sex, sexual orientation, or pregnancy. Questions or concerns about the application of Title IX, which prohibits discrimination on the basis of sex, may be sent to the University’s Title IX Coordinator and to the U.S. Department of Education Office for Civil Rights.

Persons must have proof of legal authority to work in the United States on the first day of employment.

All application information is subject to public disclosure under the Arkansas Freedom of Information Act.

Constant Physical Activity:

Frequent Physical Activity:

Occasional Physical Activity:

Benefits Eligible:

Yes