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. 70% - Technical Support ● 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 20% -Equipment Management and Maintenance ● Employee is expected to spend approximately 20% of their time performing onsite duties during a typical week, with the potential to increase to up to 50% as needed. ● 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. 5% - Project Assistance ● Collaborate with others in the IT team to deliver service requests and projects by established due dates 5% - Continuous Learning and Development ● 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