Service Desk Technician

How to Apply

Current University of Arkansas System employees, including student employees and graduate assistants, need to log in to Workday via , then access Find Jobs from the Workday search bar to view and apply for open positions. Students at University of Arkansas System two‑year institutions will also view open positions and apply within Workday by searching for "Find Jobs for Students". All job postings will close at 12:01 a.m. CT on the specified closing date if designated.

If you close the browser or exit your application prior to submitting, the application process will be saved as a draft. You will be able to access and complete the application through "My Draft Applications" located on your Candidate Home page.

Type of Position:
Professional Staff - Information Technology

Workstudy Position:
No

Job Type: Regular

Sponsorship Available:
No

Institution Name:
University of Arkansas Grantham

Information Technology Team

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:

The 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, sets up new user accounts, adds permissions, and provides technical training. The position is partially remote but requires on‑site work for managing and shipping physical assets to remote employees.

This is a non‑supervisory position.

• 70% - Technical Support:
  Receive, prioritize, document, and actively resolve user help requests via phone, email, IM, ticket, or in person. Troubleshoot software, hardware, and network connection issues for users, including remote access to workstations. Install or upgrade software on client endpoint devices and instruct users. Project a professional and courteous image to all internal and external customers. Other duties as assigned.
• 20% - Equipment Management and Maintenance:
  Spend approximately 20% of time performing onsite duties, with potential to increase to up to 50%. Manage physical inventory of computer systems, maintain related inventory records, monitor inventory of peripherals and supplies, receive and ship equipment to remote employees, perform minor repairs on end‑user equipment, maintain and physically secure workspace and storage, 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 and maintain knowledge of current IT and university processes and business systems. Seek feedback and opportunities for growth to enhance expertise and effectiveness.

Education: 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.

Work Experience:

• 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.
• Experience working in a remote environment preferred.

Skills:

• 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 a ticketing system while on the phone with the 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…