Service Desk Technician

University of Arkansas System-posted 27 days ago
Full-time • Entry Level
Hybrid • Grantham, NH
5,001-10,000 employees
Resume
Match Score
Upload and Match ResumeTrack Jobs with Teal

The University of Arkansas Grantham is looking for a Service Desk Technician to join our team in Little Rock, AR. Candidates must live and work full-time in the area. POSITION DESCRIPTION: This position is the primary contact for the service desk which handles call, chat, email, and ticket requests to support the employees and students of University of Arkansas Grantham. The Service Desk Technician installs, upgrades, and repairs employee hardware and software. The position is responsible for setting up new user accounts, adding permissions and any technical training needed. This position is partially remote but does require on-site work for managing and shipping physical assets to remote employees. This is a non-supervisory position.

  • Receive (via phone, email, IM, ticket, or in person), prioritizes, documents, and actively resolves user help requests.
  • Troubleshoot software, hardware, and network connection issues for users, including remotely accessing user workstations as needed for hands-on support.
  • Install or upgrade software on client end point devices and instruct user on use.
  • Project a professional and courteous image to all internal and external customers.
  • Other duties as assigned
  • Manage physical inventory of computer systems and diligently maintain related inventory records.
  • Maintain and monitor inventory of peripherals and supplies.
  • Receive and ship equipment to remote employees, including resetting and cleaning returned equipment as needed.
  • Maintain organize and physically secure work space and storage.
  • Perform minor repairs on damaged or broken end-user equipment such as laptops, monitors, printers, and other peripherals.
  • Coordinate with vendors for hardware support and repairs.
  • Collaborate with others in the IT team to deliver service requests and projects by established due dates
  • Continuously update skills and knowledge through required training
  • Maintain knowledge of current IT and university processes and business systems
  • Seek feedback and opportunities for growth to enhance expertise and effectiveness
  • Associate’s degree in Management Information Systems, Information Technology, or similar program preferred; four years’ experience in a technical support, help desk, or similar role may be substituted.
  • Experience with troubleshooting hardware and software issues
  • Experience with anti-virus software, operating system installation, application installation, browser-based Software-as-a-Service applications required
  • Intermediate experience with Windows operating systems
  • Excellent communication skills and customer service skills are required
  • Ability to answer frequent phone calls for long periods of time
  • Ability to document issues into ticketing system while on the phone with end user
  • Ability to multi-task, maintaining close attention to detail and timeliness of work production.
  • Ability to work in a positive team-oriented manner with a variety of people (students, faculty, staff, administrators, vendors, and members of the general public).
  • Language Skills: Able to read, analyze, and interpret common journals and legal documents. Able to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community. Able to effectively present information to executive management, faculty, staff, and/or students.
  • Mathematical Skill: Able to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
  • Reasoning Ability: Able to define problems, collect data, establish facts, and draw valid conclusions. Ability to present facts to faculty for departmental response. Able to deal with a variety of information presented in oral or written formats. Able to deal with non-verbal behavior in assisting with problem resolution.
  • Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Frequently required to use hand to finger, handle, or feel (including the use of computer keyboards) and talk or hear (including the use of a telephone and computer). Occasionally required to walk, stand, and make presentations This position may involve sitting at a desk for extended periods of time Specific vision abilities include close vision and distance vision
  • Experience working in a remote environment preferred
  • 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 - 10% of employee salary.
Track Jobs with Teal

Job Search Resources

•
AI Resume Builder
•
Service Desk Technician Resume Examples
•
Service Desk Technician Cover Letter Examples

Tools

Career Hubs

Guides

Company

© 2024 Teal Labs, Inc
Privacy PolicyTerms of Service