Institution Name:
University of Arkansas at Little Rock
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:
Assistance Center

Department's Website:


Summary of Job Duties:
The 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, hands-on help at the service desk level. The Computer Support Specialist assists clients in the use of software applications, including web-based applications, telecommunications software, printing, and logging on and off client PCs. This position is part of the IT Services Assistance Center and might work in the Assistance Center (TRA105), the TRB front desk, NANO 5th floor or Fribrough Hall. This position helps train and direct the activities of part-time employees in the Assistance Center. This position is governed by state and federal laws, and agency/institution policy.

Qualifications:
Required Education and Experience:

The formal education equivalent of an Associate's degree in computer science, business systems, mathematics, or related field;

Two (2) years of equivalent work experience in computer support operations.

Preferred Education and Experience:

An earned bachelor’s degree in computer science/applications, mathematics, or a related field;

Experience in a customer call center;

Certifications in computer or customer support from industry-recognized associations.


Job Duties and Responsibilities:

Strategy & Planning

Evaluate documented resolutions and analyze trends for ways to prevent future problems;

Alert management to emerging trends in incidents.

Acquisition & Deployment

Assist in software releases and roll-outs and communication to the end users.

Operational Management

Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely, and effective resolution of end-user issues;

Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue;

Build rapport and elicit problem details from service desk customers;

Prioritize and schedule problems. Escalate the 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;

Install anti-virus software and ensure virus definitions are up-to-date;

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;

Reinforce SLAs to manage end-user expectations.