Help Desk Technician

University of Arkansas at Fayetteville, AR

Job Level

Entry-level position

Post Date

09/11/2019

Job Category

Technician

Sector

Information Technology

Job Status

Areas of Responsibility

Support / Help desk

Link to Job Posting

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