Associate IT Service Center Rep

University of Arkansas System•Little Rock, AR

7d•Remote

About The Position

Under general direction of IT Client Services Management Team, provides first-tier support to end-users for applications and hardware. Identifies incidents which require second-tier support and documents necessary information prior to submitting incidents to second-tier support. May interact with network services, systems administrators, server support, and/or applications development to restore service and/or identify and correct core problems. Simulates or recreates user problems to troubleshoot and resolve problems. Recommends systems modifications to reduce user problems. Maintains knowledge and technical troubleshooting skills in field of expertise. Please note that this position will typically work from home (remotely) after initial training. Temporary workspaces may be available on campus for short-terms need, but are not guaranteed. Employee is responsible for following Remote Work Policy 4.4.22.

Requirements

Associate degree in Information Technology or a related field PLUS two (2) years of experience in IT support functions, PC support, or related technical experience OR High School Diploma/GED PLUS four (4 )years of experience in IT support functions, PC support, or related technical experience.
Working knowledge of Microsoft Office products, including Word, Excel, PowerPoint, and Outlook
Experience supporting Skype and VPN connections
Ability to work effectively in a team-oriented environment
Strong written and verbal communication skills
Proof of legal authority to work in the United States on the first day of employment.

Nice To Haves

Bachelor’s degree in Information Technology or a related field plus two (2) years of experience in IT support functions, PC support, or related technical experience

Responsibilities

Provide technical support to end-users for applications, hardware, and peripheral devices across hospital, campus, and off-site locations
Troubleshoot, document, resolve, or escalate technical issues using the centralized call tracking system
Utilize remote support software to assist users with workstation and peripheral-related issues
Serve as a liaison between Northwest Arkansas and Central Campus IT teams to assist with restoring services and resolving system-related issues
Collaborate with network services, systems administrators, server support, and application development teams to identify and correct technical problems
Monitor and analyze trends within the issue-tracking system to identify critical support needs and improve service delivery
Deliver high-quality customer service through timely, professional, and thorough technical support
Maintain accurate documentation of work performed, ongoing issues, and resolutions
Perform other duties as assigned