Help Desk Lead

Location
Fayetteville, AR
Posted
Jun 07, 2017
Institution Type
Four-Year Institution


Posting Number C831P

Quick Link for Posting http://jobs.uark.edu/postings/20840

Working Title Help Desk Lead

Position Number 11931

Department University Information Technology Serv

About the University

Founded in 1871 as a land grant institution, the University of Arkansas is classified by the Carnegie Foundation among the top two percent of universities in the nation with the highest level of research activity. Ten colleges and schools serve more than 27,100 students with more than 200 academic programs. University of Arkansas students earn nationally competitive awards at an impressive rate and represent 50 states and more than 120 countries.
Located in the stunning Ozark Mountains of Northwest Arkansas, Fayetteville is home to the University of Arkansas campus, known for its spectacular views and ample green spaces. Fayetteville is considered one of the country's finest college towns, and the surrounding northwest Arkansas region is regularly ranked one of the best places to live in the U.S. Some of the nation's best outdoor amenities and most spectacular hiking trails are within a short drive of campus.
As an employer, the University of Arkansas offers a vibrant work environment and a workplace culture that promotes a healthy work-life balance. The benefits package includes university contributions to health, dental, life and disability insurance, tuition waivers for employees and their families, 12 official holidays, immediate leave accrual, and a choice of retirement programs with university contributions ranging from 5 to 10% of employee salary.



About the College/Department

IT Services provides central information technology support for the University of Arkansas, supporting a user base of over 30,000 faculty, staff and student users. With over a hundred full time employees and a budget that exceeds $17 million, IT Services provides technical resources and services to support university users in teaching, learning and working smarter, faster, and safer. IT Services is platform diagnostic, supporting Mac and Windows on the desktop, Windows and Linux server environments, and both enterprise and open source systems and software.



Department Home Page its.uark.edu

Job Type Staff

Summary of Job Duties

The Help Desk Lead is responsible for a wide range of activities related to computer support such as maintaining, analyzing, troubleshooting, and repairing hardware and software systems.

Regular, reliable, and non-disruptive attendance is an essential job duty, as is the ability to create and maintain collegial, harmonious working relationships with others.



Minimum Qualifications: Please ensure that all relevant application materials include details addressing the minimum qualifications. Applicants not meeting the minimum qualifications will be disqualified from consideration.
  • The formal education equivalent of a bachelors degree in computer science, mathematics, or a related field

OR

  • Completion of technical training in computer science, information technology, or a related field acquired from a vocational, military, or industrial setting plus two years of experience in computer support

Applicable equivalencies may be considered.



Does this job require any license(s)/certification(s)? No

If yes, please specify

Preferred Qualifications
  • Four years of hardware experience
  • Four years IT support experience
  • Experience supervising campus IT Help Desk
  • Experience training students and staff on Help Desk Procedures
  • Experience documenting processes and procedures
  • Experience working within the UARK system


Knowledge, Skills and Abilities (KSAs)
  • Knowledge of supporting Campus ticketing system
  • Knowledge of support of students and parents of students on student information systems
  • Extensive knowledge of university systems to include BASIS, Blackboard, UAConnect, Bomgar and call center phone system
  • Skilled troubleshooter of Microsoft Windows and Apple Macintosh systems and associated software titles
  • Ability to remain calm in tense situations


Physical activities associated with this position

For questions regarding reasonable accommodations please contact the Office of Equal Opportunity and Compliance 479-575-4019.

Occasionally

  • Balancing
  • Crouching
  • Feeling
  • Kneeling
  • Lifting
  • Pulling
  • Pushing
  • Sharps

Frequently

  • Manipulate items with fingers, including keyboarding
  • Grasping
  • Reaching
  • Repetitive motion
  • Standing
  • Stooping
  • Walking

Constantly

  • Hearing
  • Sitting
  • Talking

The worker is required to have visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; and/or visual inspection at distances close to the eyes.



Physical Conditions None. The worker is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work).

Work Schedule Monday - Friday 8:00 a.m. - 5:00 p.m.

Overtime Eligible Yes

Is this position weather/event essential? If yes, the employee in this position will report to work at the scheduled time when the University is closed due to inclement conditions. No

Work Location/Building Fayetteville Campus - Administrative Services Building

Benefits Eligible Yes

Appointment Percent 100

Salary $ 29,251 - $31,720 Exceptionally well qualified applicants may be considered for salary higher than entry, dependent upon education and qualifications.

Pay Grade Level C115

Does this Position require a Motor Vehicle Reports Check? No

Does this position require a background check? No

Does this position require a substance abuse test? No

Pre-employment Screening Requirements



Posting Detail Information

Future Open Date 06/06/2017

Close Date 06/20/2017

Open Until Filled No

Anticipated Start Date

Anticipated End Date (for temporary appointments)

Recruitment Contact Information

University of Arkansas Human Resources
ADMN 222
(479) 575-5351
Askhr.uark.edu

All application materials must be uploaded to the U of A's employment system at jobs.uark.edu. Please do not send to listed recruitment contact.



Special Instructions Summary

Hiring Location 222 Administration Building Fayetteville, AR 72701.

EEO Statement

The University of Arkansas is an equal opportunity, affirmative action institution. The university welcomes applications without regard to age, race/color, 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.



Internal Posting No

City, St. Fayetteville, AR




Supplemental Questions

Required fields are indicated with an asterisk (*).



    Documents Needed to Apply
    Required Documents
    1. Resume
    Optional Documents
    1. Cover Letter/Letter of Application
    2. Proof of Veterans Status

    PI98096891