What are the responsibilities and job description for the Extra Help/Trojan Works Student Computer Support Specialist position at University of Arkansas?
Closing Date:
Workstudy Position:
Sponsorship Available:
The University of Arkansas at Little Rock is a metropolitan research university that provides an accessible, quality education through flexible learning and unparalleled internship opportunities. At UA Little Rock, we prepare our more than 8,900 students to be innovators and responsible leaders in their fields. Committed to its metropolitan research university mission, UA Little Rock is a driving force in Little Rock's thriving cultural community and a major component of the city and state's growing profile as a regional leader in research, technology transfer, economic development, and job creation.
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Department:Trojan Works Program
Department's Website:
ualr.edu/itservicesSummary of Job Duties: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 Computer Support Specialist's 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, handson help at the service desk level. The Student Computer Support Specialist 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 in SUA 105, the SUB front desk,
or Fribourgh Hall. This position is governed by state and federal laws, and agency/institution policy.Qualifications:
Required Education and/or Experience
- Degree-seeking UA Little Rock students enrolled in classes at the time of application and eligible;
- legally work 20 hours per week in the United States;
Must be ineligible for Federal Work-Study (FWS)
Job Duties and 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.
Knowledge, Skills, and Abilities
- 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.
Additional Information:
Salary Information:
Required Documents to Apply:
Optional Documents:
Recruitment Contact Information:
All application materials must be uploaded to the University of Arkansas System Career Sitehttps://uasys.wd5.myworkdayjobs.com/UASYS
Please do not send to listed recruitment contact.
Pre-employment Screening Requirements:No Background Check RequiredThe University of Arkansas at Little Rock is committed to providing a safe campus community. We conduct background checks for applicants being considered for employment. Background checks include a criminal background check and a sex offender registry check. For certain positions, there may also be a financial (credit) background check, a Motor Vehicle Registry (MVR) check, and/or drug screening. Required checks are identified in the position listing. A criminal conviction or arrest pending adjudication or adverse financial history information alone shall not disqualify an applicant in the absence of a relationship to the requirements of the position. Background check information will be used in a confidential, non-discriminatory manner consistent with state and federal law.
The University of Arkansas is an equal opportunity institution. The University does not discriminate in its education programs or activities (including in admission and employment) on the basis of any category or status protected by law, including age, race, color, national origin, disability, religion, protected veteran status, military service, genetic information, sex, sexual preference, or pregnancy. Federal law prohibits the University from discriminating on these bases. Questions or concerns about the application of Title IX, which prohibits discrimination on the basis of sex, may be sent to the University's Title IX Coordinator and to the U.S. Department of Education Office for Civil Rights.Persons must have proof of legal authority to work in the United States on the first day of employment.
All application information is subject to public disclosure under the Arkansas Freedom of Information Act.
Constant Physical Activity:Manipulate items with fingers, including keyboardingFrequent Physical Activity:WalkingOccasional Physical Activity:Lifting, Pulling, Pushing, Reaching, Sitting, Standing, WalkingBenefits Eligible:NoThe University of Arkansas is an equal opportunity, affirmative action institution. The university welcomes applications without regard to age, race, gender (including pregnancy), national origin, disability, religion, marital or parental status, protected veteran status, military service, genetic information, sexual orientation or gender identity. Persons must have proof of legal authority to work in the United States on the first day of employment. All applicant information is subject to public disclosure under the Arkansas Freedom of Information Act.
Salary : $11
