Trojan Works IT Services Assistance Center Assistant

Extra/Help Student IT Services Assistance Center Assistant

Extra Help/Trojan Works Student Workers serve in various roles across campus as Institutional Work-Study 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.

The Extra/Help Student IT Services Assistance Center Assistant 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 and may require in‑person, hands‑on help at the service desk level.

The assistant assists clients with software applications, including web‑based applications, Smart board, printing, and logging on and off client PCs.

• Field incoming requests to the Service Desk via telephone and email to ensure courteous, timely service.
• Effectively resolve 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 taken, through to final resolution.
• Apply diagnostic utilities to aid in troubleshooting.
• Access software updates, drivers, knowledge bases, and FAQ resources on the Internet or 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.

• Degree‑seeking UA Little Rock students enrolled in classes at the time of application.
• Eligible to legally work 20 hours per week in the United States.
• Must be ineligible for Federal Work‑Study.

• 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.

Cover letter/letter of application required for consideration for Trojan Works positions.

$11.00 per hour

Cover Letter/Letter of Application

List of three Professional References (name, email, business title), Resume

Nancy Mallett, Trojan Works Coordinator, trojanworks

No Background Check Required

The 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 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…