Computer Support Specialist - UNIVERSITY OF ARKANSAS SYSTEM : Job Details

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Closing Date:

11/15/2024

Type of Position:

DNU - Information Technology (Inactive)

Workstudy Position:

No

Job Type:

Regular

Work Shift:

Day Shift (United States of America)

Sponsorship Available:

No

Institution Name:

University of Arkansas at Little Rock

The University of Arkansas at Little Rock is a metropolitan research university that provides an accessible, quality education through flexible learning and unparalleled internship opportunities. At UA Little Rock, we prepare our more than 8,900 students to be innovators and responsible leaders in their fields. Committed to its metropolitan research university mission, UA Little Rock is a driving force in Little Rock's thriving cultural community and a major component of the city and state's growing profile as a regional leader in research, technology transfer, economic development, and job creation.

Below you will find the details for the position including any supplementary documentation and questions you should review before applying for the opening. To apply for the position, please click the Apply link/button.

If you have a disability and need assistance with the hiring process please contact Human Resources at 501-###-####.

For general application assistance or if you have questions about a job posting, please contact Human Resources at 501-###-####.

Department:

Assistance Center

Department's Website:

Summary of Job Duties:

The Computer Support Specialist's role is to provide a single point of contact for end users to receive support and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance. The person will also troubleshoot problem areas (in person, by telephone, or via e-mail) in a timely and accurate fashion, and provide end-user assistance where required. This position is governed by state and federal laws, and agency/institution policy.

Qualifications:

Required Education andor Experience:

* The formal education equivalent of an Associate's degree;

* One (1) year of equivalent work experience in computer support operations.

Preferred Education andor Experience:

* An earned bachelor's degree in computer science/applications, mathematics, or a related field;

* Experience helping customers via phone, desktop sharing, or chat sessions

* Certifications in computer or customer support from industry-recognized associations.

Job Duties and Responsibilities:

Strategy & Planning

* Evaluate documented resolutions and analyze trends for ways to prevent future problems.

* Alert management to emerging trends in incidents.

Acquisition & Deployment

* Assist in software releases and roll-outs and communication to the end users.

Operational Management

* Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues.

* Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.

* Build rapport and elicit problem details from service desk customers.

* Prioritize and schedule problems. Escalate problem (when required) to the appropriately experienced technician.

* Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.

* Apply diagnostic utilities to aid in troubleshooting.

* Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.

* Identify and learn appropriate software and hardware used and supported by the organization.

* Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.

* Install anti-virus software and ensure virus definitions are up-to-date.

* Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.

* Test fixes to ensure problem has been adequately resolved.

* Perform post-resolution follow ups to help requests.

* Develop help sheets and FAQ lists for end users.

* Reinforce SLAs to manage end-user expectations.

Knowledge, Skills, and Abilities:

* Knowledge of basic computer hardware;

* Experience with desktop and server operating systems;

* Extensive application support experience with the Microsoft Office Suite and the Google Apps Suite;

* Working knowledge of a range of diagnostic utilities;

* Familiarity with the fundamental principles of ITIL;

* Exceptional written and oral communication skills;

* Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills;

* Strong documentation skills;

* Fluent English language skills;

* Ability to conduct research into a wide range of computing issues as required;

* Ability to absorb and retain information quickly;

* Ability to present ideas in user-friendly language;

* Highly self-motivated and directed;

* Keen attention to detail;

* Proven analytical and problem-solving abilities;

* Ability to effectively prioritize and execute tasks in a high-pressure environment;

* Exceptional customer service orientation;

* Experience working in a team-oriented, collaborative environment.

Additional Information:

Please upload all required documents before submitting your application.

Salary Information:

$40,000

Required Documents to Apply:

Cover Letter/Letter of Application, List of three Professional References (name, email, business title), Resume

Optional Documents:

Special Instructions to Applicants:

Recruitment Contact Information:

Russ Riegel, IT Services Client Support Manager, [email protected], 501.###.####

All application materials must be uploaded to the University of Arkansas System Career Site

Please do not send to listed recruitment contact.

Pre-employment Screening Requirements:

Criminal Background Check, Sex Offender Registry

The University of Arkansas at Little Rock 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, affirmative action institution. The University does not discriminate in its education programs or activities (including in admission and employment) on the basis of age, race, color, national origin, disability, religion, marital or parental status, protected veteran status, military service, genetic information, or sex (including pregnancy, sexual orientation, and gender identity). Federal law prohibits the University from discriminating on these bases. 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:

Manipulate items with fingers, including keyboarding, Talking

Frequent Physical Activity:

Sitting, Standing, Walking

Occasional Physical Activity:

Kneeling, Lifting, Pulling, Pushing

Benefits Eligible:

Yes