Technical Support Specialist - Field Operations

University of Arkansas•Little Rock, AR

About The Position

The University of Arkansas System Division of Agriculture is a state wide campus, with faculty based on University campuses, at Research and Extension Centers and in every Arkansas county. It consists of the Arkansas Agricultural Experiment Station (AES) and the Arkansas Cooperative Extension Service (CES), and is home to more than 1400 employees. The Division was established in 1959 and is headed by the Vice-President for Agriculture. The Division headquarters is located in Little Rock with the rest of the University of Arkansas System Administration. As an employer, the University of Arkansas System Division of Agriculture offers a vibrant work environment and a workplace culture that promotes a healthy work-life balance. The position provides leadership and coordination of computer and technology support services across the Division of Agriculture, including research stations, Extension offices, and administrative units statewide. This position oversees and ensures the reliable operation of hardware, software, networks, and specialized research equipment; manages end-user support operations; coordinates repairs and upgrades; and maintains comprehensive technical documentation. The position delivers high-quality customer service and training to faculty, staff, and stakeholders, while also supervising and mentoring technical support staff. Additional responsibilities include serving as a primary contact for technical issues, implementing technology solutions to meet research and Extension needs, ensuring compliance with institutional and state policies, and researching emerging technologies to recommend improvements.

Requirements

Bachelor’s degree in computer science, information technology, information systems, or a related field, plus one year of relevant computer support experience.
Other job-related education and/or experience may be substituted for all or part of these requirements
Regular travel to experiment stations and remote locations across Arkansas is required.
Knowledge of computer hardware, software, networks, and peripheral systems, including installation, configuration, and troubleshooting.
Knowledge of audiovisual and video conferencing technologies.
Knowledge of supervisory practices, team leadership, and performance management.
Ability to diagnose, analyze, and resolve hardware, software, and system issues.
Ability to plan, organize, prioritize, and manage multiple projects.
Ability to prepare technical documentation, training materials, and end-user guides.
Strong oral and written communication skills to clearly explain technical concepts to diverse audiences.
Ability to research and evaluate emerging technologies and solutions.
Initiative to learn, adapt, and maintain current knowledge in assigned areas.
Physical and mental ability to perform duties, including statewide travel and irregular/extended hours.

Nice To Haves

Experience supporting research and specialized equipment in academic or agricultural settings.
Experience supporting faculty and staff in higher education or research environments.
Familiarity with cloud platforms, Active Directory/Azure AD, and endpoint management tools.
Experience with network systems, security practices, and cloud/hybrid infrastructure.
Proficiency in Microsoft Office and cross-platform troubleshooting (Windows, MacOS, Linux).
Strong customer service and training skills, with the ability to communicate effectively with technical and non-technical audiences.

Responsibilities

Provides leadership and coordination of computer and technology support services across the Division of Agriculture.
Oversees and ensures the reliable operation of hardware, software, networks, and specialized research equipment.
Manages end-user support operations.
Coordinates repairs and upgrades.
Maintains comprehensive technical documentation.
Delivers high-quality customer service and training to faculty, staff, and stakeholders.
Supervises and mentors technical support staff.
Serves as a primary contact for technical issues.
Implements technology solutions to meet research and Extension needs.
Ensures compliance with institutional and state policies.
Researches emerging technologies to recommend improvements.