at Arkansas State University in State University, Arkansas, United States
Job Description
Position Summary:
Arkansas State University Information and Technology Services department is seeking a skilled and reliable Computer Support Specialist to join our team. The successful candidate will be responsible for a wide range of tasks related to computer support for the university. This position is governed by state and federal laws and agency/institution policy. This role requires the ability to work independently and as part of a team, troubleshoot and solve complex issues, and deliver high-quality work within tight deadlines.
Duties & Responsibilities:
- Assists users with questions and problems relating to a particular area including hardware, software, and network workstations
- Assist the Business Systems Analyst in planning and implementing strategies to better communicate.
- Oversee daily customer service operations (e.g., emails, calls, after hours tickets)
- Monitor and maintain IT Support services website
- Candidates should be natural problem solvers who continuously strive to provide excellent customer service
- Motivate staff to perform their best and demonstrate positive behavior
- Support new and existing staff
- Utilize training programs and techniques.
- Communicate with clients and evaluate their needs
- Create reports, analyze, and interpret data.
- Demonstrate reliability and dependability as this position is essential to our organization
- Must demonstrate the ability to learn quickly and adapt to new and changing environments along with the willingness to take on additional responsibilities
- Make sure to adhere to company’s policies and guidelines.
- Act as our service representative and set an example for our staff
- Assist with our IT Support Services if needed.
- Answer the help-desk phone, email and student app when needed.
- · Provide prompt and helpful feedback to individuals requesting assistance
- Maintain the helpdesk Knowledge-base
- Prepare help desk data reports as required or assigned
- Other duties as assigned
Knowledge/Skills/Abilities:
• Exceptional knowledge of computer systems and hardware
• Deep-Seated experience with desktop operating systems
• Strong verbal and written communication and documentation skills
• Ability to communicate effectively to the team for clear direction
• Ability to alleviate concern and handle difficult conversations with the team they manage
• Capability to be open minded to the team views and opinions
• Ability to understand and analyze computer system problems or errors to be able to troubleshoot
• Demonstrate strong organizational skills
• Ability to conduct research into a wide range of computing issues as required
• Ability to absorb and retain information quickly to better assist our campus community
• Ability to present ideas in a user-friendly language to non-technical staff and end users
• Keen attention to detail, multi-tasking, highly self-motivated
• Analytical and problem-solving abilities
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Experience working in a team-oriented, collaborative environment
• Proven track record of strong partnering skills with both internal and external partners
General Days/Hours:
Monday - Friday
8:00 a.m. - 5:00 p.m.
Possible remote work opportunities
Additional hours as requested and/or needed
Regular and reliable attendance
Other:
Please note: all position postings close at 12:00 A.M. CST on the position closing date.
Minimum Qualifications:
The formal education equivalent of an earned Bachelor's Degree in computer science, computer applications, or a related field
Other job related education and/or experience may be substituted for all or part of these basic requirements upon approval of the qualifications review committee
