Service Desk Technician

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Position Details

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Posting Number CA103P Quick Link for Posting Working Title Service Desk Technician Position Number 16887 Department Director Experiment Stations About the University

About the University of Arkansas System Division of Agriculture
The Division of Agriculture is a state wide campus, with faculty based on University campuses, at Research and Extension Centers and in every Arkansas County. It consists of the Arkansas Agricultural Experiment Station (AAES) and the Arkansas Cooperative Extension Service (CES), and is home to more than 1400 employees. The Division was established in 1959 and is headed by the Vice-President for Agriculture. The Division headquarters is located in Little Rock with the rest of the University of Arkansas System Administration.
As an employer, the University of Arkansas System Division of Agriculture 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 Department Home Page Job Type Staff Summary of Job Duties

The Service Desk Technician is responsible for answering the help desk phone, email, and managing the IT support ticketing system. This position is the first point of contact for all incidents and service requests and the incumbent is required to provide Tier I support over the phone, email, and using remote support tools. The technician will also engage end users in the field to provide on-site support. The Service Desk Technician is responsible for coordinating the computer workbench, including new computer imaging, troubleshooting, and diagnostics. The incumbent is responsible for computer surplus, electronic recycling, and secure data destruction.

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 bachelor’s degree in computer science, mathematics, or a related field; plus one year of experience in computer support. OR Completion of technical training in computer science, data processing, or a related field acquired from a vocational, military, or industrial setting plus three years of experience in computer support.

Does this job require any license(s)/certification(s)? No If yes, please specify Preferred Qualifications

•Experience in operating an IT Service Desk including phone, email, remote, and in-person support
•Experience using an IT Service Desk ticketing system
•Experience using an IT systems management console
•Experience tracking inventory and processing computer and electronic surplus
•Experience imaging computers
•Experience creating training documents for technicians and end users
•Experience in Customer Service
•Dell Certified (or similar) for laptop and desktop computers
•Preferred Software Experience: Microsoft Office, Quest Kace, BOX, Keeper, Adobe Suite, Cherwell ITSM tool, and Bomgar

Knowledge, Skills and Abilities (KSAs)

•Skilled in using multiple computer operating systems. Including: Windows, MacOS, iOS, Ubuntu, and Android
•Ability to work collaboratively as a team member
•Excellent skills in written and verbal communication
•Strong organizational and analytical skills
•Ability to troubleshoot complex Technology issues
•Ability to prioritize incidents based on severity and impact

Physical activities associated with this position

For questions regarding reasonable accommodations please contact the Division’s Office of Affirmative Action at [email protected].

Physical Conditions None. The employee is not substantially exposed to adverse environmental conditions (such as in typical office or administrative work). Work Schedule Monday - Friday 8am to 5pm 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 - Poultry Science Building Benefits Eligible Yes Appointment Percent 100 Salary 32,249 Pay Grade Level C117 Does this Position require a Motor Vehicle Reports Check? Yes Does this position require a background check? Yes If yes, please specify Does this position require a substance abuse test? No Pre-employment Screening Requirements

This position is subject to a pre-employment criminal background check. A criminal conviction or arrest pending adjudication 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.

Posting Detail Information

Future Open Date Close Date 02/26/2019 Open Until Filled No Anticipated Start Date 03/01/2019 Anticipated End Date (for temporary appointments) Recruitment Contact Information

J. Elijah Hanson
1260 W. Maple
Fayetteville, AR 72701
[email protected]

Special Instructions Summary Hiring Location 222 Administration Building Fayetteville, AR 72701. EEO Statement

The University of Arkansas System Division of Agriculture offers all its Extension and Research programs and services without regard to race, color, sex, gender identity, sexual orientation, national origin, religion, age, disability, marital or veteran status, genetic information, or any other legally protected status, and is an Affirmative Action/Equal Opportunity Employer.

Internal Posting No City, St. Fayetteville, AR Supplemental Questions

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      Job No:
      Posted: 2/20/2019
      Application Due: 2/26/2019
      Work Type: