Extra Help/Trojan Works IT Services Assistance Center Assistant
About The Position
The Extra Help/Trojan Works Student Workers serve in various roles across campus as Institutional Work-Study (IWS) student workers. Specific duties are designated by the department hiring supervisor to include but are not limited to customer service, answering phones, and clerical work. This position is governed by state and federal laws, and agency/institution policy. This position is a provisional appointment with UA Little Rock and is funded through a grant or contract. Annual position renewal is contingent upon continued grant funding and satisfactory job performance. The Extra/Help Student IT Services Assistance Center Assistant role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the service desk level. The IT Services Assistance Center Assistant assists clients in the use of software applications, including web-based applications, Smartboard, printing, and logging on and off client PCs. This position is part of the IT Services Assistance Center and might work at the TRB and TRB front desks, or Fribourgh Hall. This position is governed by state and federal laws, and agency/institution policy.
Requirements
- Degree-seeking UA Little Rock students enrolled in classes at the time of application
- Be eligible to legally work 20 hours per week in the United States
- Must be ineligible for Federal Work-Study (FWS)
- Knowledge of basic computer hardware
- Experience with desktop operating systems
- Extensive application support experience with the Microsoft Office Suite and the Google Apps suite
- Working knowledge of a range of diagnostic utilities
- 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
Responsibilities
- Field incoming requests to the Service Desk via both telephone and email to ensure courteous, timely; Effective resolution of end-user issues
- Document all pertinent end user identification information, including name, department, contact information, and nature of the problem or issues
- 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 are 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
- Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
- Test fixes to ensure the problem has been adequately resolved
- Perform post-resolution follow-ups to help requests
- Develop help sheets and FAQ lists for end-users
- Perform other duties as assigned
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What This Job Offers
Job Type
Part-time
Career Level
Entry Level
Education Level
No Education Listed
