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Position Details

Position Information

Posting Number

C1686P

Quick Link for Posting

http://jobs.uark.edu/postings/36144

Working Title

Help Desk Technician

Position Number

11810

Department

University Information Technology Serv

About the University

Founded in 1871, the University of Arkansas is a land grant institution, classified by the Carnegie Foundation among the nation’s top 2 percent of universities with the highest level of research activity. The University of Arkansas works to advance Arkansas and build a better world through education, research and outreach by providing transformational opportunities and skills, promoting an inclusive and diverse culture and climate, and nurturing creativity, discovery and the spread of new ideas and innovations. Ten colleges and schools serve more than 27,600 students with 200+ academic programs. U of A students earn nationally competitive awards at an impressive rate and represent all 50 states and 120 countries.

The University of Arkansas campus is located in Fayetteville, a welcoming community ranked as one of the best places to live in the U.S. The growing region surrounding Fayetteville is home to numerous Fortune 500 companies and one of the nation’s strongest economies. Northwest Arkansas is also quickly gaining a national reputation for its focus on the arts and overall quality of life. Arkansas is a natural wonder of forests, mountains and lakes framed by picturesque rivers and streams. Some of the best outdoor amenities and most spectacular hiking trails are a short drive from campus.

As an employer, the University of Arkansas offers a vibrant work environment and a workplace culture that promotes a healthy work-life balance. The benefits package includes university contributions to health, dental, life and disability insurance, tuition waivers for employees and their families, 12 official holidays, immediate leave accrual, and a choice of retirement programs with university contributions ranging from 5 to 10% of employee salary.

About the College/Department

IT Services provides central information technology support for the University of Arkansas, supporting a user base of over 30,000 faculty, staff, and student users. With over one hundred-fifty full-­time employees and a budget that exceeds $23 million, IT Services provides technical resources and services to support university users in teaching, learning and working smarter, faster, and safer. IT Services is platform diagnostic, supporting Mac and Windows on the desktop, Windows and Linux server environments, and both enterprise and open­ source systems and software.

Department Home Page

its.uark.edu

Job Type

Staff

Summary of Job Duties

The Help Desk Technician is responsible for providing assistance and support related to campus technologies, including but not limited to computer systems, hardware, software, and mobile devices. This position responds to requests, runs diagnostics, actively troubleshoots, isolates problem(s), and determines and implements solution. If beyond scope, recognizes when to escalate to next tier of support.

Primary responsibilities include:

  • Provide primary technical assistance and support for incoming requests and issues related to computer systems, software, and hardware

  • Respond to requests either in person, over the phone, via email or chat

  • Write training manuals, document knowledge

  • Train others

  • Respond to email messages for users seeking help

  • Ask questions to determine nature of problem

  • Walk user through problem-solving process

  • Install, modify, and repair computer hardware and software as needed

  • Clean up technology as needed

  • Follow up with users to ensure issue has been resolved as appropriate

  • Gain feedback from users about computer usage

  • Run reports as requested to ensure continuous improvement

Regular, reliable, and non-disruptive attendance is an essential job duty, as is the ability to create and maintain collegial, harmonious working relationships with others.

Minimum Qualifications: Please ensure that all relevant application materials include details addressing the minimum qualifications. Applicants not meeting the minimum qualifications will be disqualified from consideration.

  • The formal education equivalent of an associate’s degree in computer science, mathematics, or a related field

  • At least one year of experience in computer support

OR

  • Completion of technical training in computer science, data processing, or a related field acquired from a vocational, military or industrial setting

  • At least one year of experience in computer support

Applicable equivalencies may be considered.

Does this job require any license(s)/certification(s)?

No

If yes, please specify

 

Preferred Qualifications

  • Bachelor’s degree in computer science, information technology, or a related field from an accredited institution of higher education

  • At least one year of experience in general help-desk/computer tech support

  • Experience in Windows and Macintosh environments

Knowledge, Skills and Abilities (KSAs)

  • Familiarity/knowledge with various software, devices, and basic campus technologies

  • Customer service skills

  • Excellent communication skills

  • Ability to troubleshoot problems

Physical activities associated with this position

The following physical activities are associated with the position and will be performed with or without an accommodation. All individuals are encouraged to apply.

Occasionally

  • Standing

Frequently

  • Manipulate items with fingers, including keyboarding

  • Hearing

  • Sitting

  • Talking

Constantly

  • Repetitive motion

Employee is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; and/or visual inspection at distances close to the eyes.

Physical Conditions

None. The employee is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work).

Work Schedule

Monday - Friday 8:00 a.m. - 5:00 p.m. (hours and days may vary based on department needs)

Overtime Eligible

Yes

Is this position weather/event essential? If yes, the employee in this position will report to work at the scheduled time when the University is closed due to inclement conditions.

No

Work Location/Building

Fayetteville Campus - Arkansas Union

Benefits Eligible

Yes

Appointment Percent

100

Salary

$24,848

Pay Grade Level

C114

Type of Background Checks Required

National criminal background and registered sex offender check

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.

Posting Detail Information

 

Future Open Date

 

Close Date

09/17/2019

Open Until Filled

No

Anticipated Start Date

 

Anticipated End Date (for temporary appointments)

 

Recruitment Contact Information

University of Arkansas Human Resources
ADMN 222
(479) 575-5351
Askhr.uark.edu

All application materials must be uploaded to the University of Arkansas employment system at jobs.uark.edu. Please do not send to listed recruitment contact.

Special Instructions Summary

 

Hiring Location

222 Administration Building Fayetteville, AR 72701.

EEO Statement

The University of Arkansas is an equal opportunity, affirmative action institution. The university welcomes applications without regard to race/color, sex, gender, pregnancy, age, national origin, disability, religion, marital or parental status, protected veteran or military status, genetic information, sexual orientation, gender identity or any other characteristic protected under applicable federal or state law.  Persons must have proof of legal authority to work in the United States on the first day of employment. All applicant information is subject to public disclosure under the Arkansas Freedom of Information Act.

Internal Posting

No

Work Location

Fayetteville, AR

SUMMARY

Location:
Arkansas
Job Category:
Technician
Areas of Responsibility:
Support / Help desk
Job Level:
Entry-level position
Job Sector:
Information Technology