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Work Study - IT Services Assistance Center

University of Arkansas
United States, Arkansas, Little Rock
2801 South University Avenue (Show on map)
Dec 23, 2024
Current University of Arkansas System employees, including student employees and graduate assistants, need to log in to Workday via MyApps.Microsoft.com, then access Find Jobs from the Workday search bar to view and apply for open positions. Students at University of Arkansas System two-year institutions will also view open positions and apply within Workday by searching for "Find Jobs for Students". All Job Postings will close at 12:01 a.m. CT on the specified Closing Date (if designated).If you close the browser or exit your application prior to submitting, the application process will be saved as a draft. You will be able to access and complete the application through "My Draft Applications" located on your Candidate Home page. Closing Date: Type of Position:Clerical Workstudy Position: Yes Job Type:Temporary (Fixed Term) Work Shift: Sponsorship Available: No 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. Below you will find the details for the position including any supplementary documentation and questions you should review before applying for the opening. To apply for the position, please click the Apply link/button. If you have a disability and need assistance with the hiring process please contact Human Resources at 501-916-3180. For general application assistance or if you have questions about a job posting, please contact Human Resources at 501-916-3180. Department:Assistance Center Department's Website: Summary of Job Duties:The Work Study/IT Services Assistant for IT Services Help Desk provides direct client-facing service and support for desktop computers, laptops, Apple Macintosh hardware, operating systems, software, iPads, other mobile devices, software systems, and Optical Mark Reader equipment; for a cross-platform network that serves 2500 faculty and staff users and over 13,000 student users. The Work Study Assistant for IT Services Help Desk executes all Assistance Center support activities including logging calls/contacts into trouble-ticket tracking software, resolving common issues on the spot, triaging calls to determine who in the organization should address/fix higher tier problems, providing overall customer support such as status updates for existing requests, deployment of new equipment, maintenance of existing equipment, upgrades to computers, peripherals, and software; and just-in-time training for simple/common technical tasks. This position is governed by state and federal laws and agency/institution policy. Qualifications: Required Education and/or Experience Registered for classes at UA Little Rock; Must have a work-study award. Preferred Education and/or Experience Undergraduate student at UA Little Rock; Ability to work on campus alongside team members to support customers in person; Need for a job that provides marketable IT-related skills upon graduation. Job Duties and Responsibilities Strategy and Planning Attend team meetings where strategies and capacity planning for meeting future information technology needs for the organization are discussed; Assist users with needs assessments and development of technical solutions to work-related problems; Develop and execute strategies to improve workstation performance and meet customer expectations. Acquisition and Deployment Assess the need for and implement performance upgrades to PC and Apple computers, including the installation of CPUs, I/O and NIC cards, ribbon cables, hard drives, RAM, CD-ROMs, DVDs, and peripherals. Operational Management Coordinate and execute hardware and software installations, maintenance, and upgrades to individual workstations; Receive, triage, log, update, track, and resolve incidents, fulfillment requests, enhancement-requests, and service-inquiry calls from faculty, staff, and students using ServiceNow; Escalate and appropriately route any incident or request not resolved by tier one (1) support. Prioritize and respond to client incidents and requests based on designated due dates and departmental Service Level Objectives; Maintain communications with other technology support offices on campus; Collaborate with network technicians and administrators to ensure efficient operation of the university's desktop computing environment; Work collaboratively with team members in other Information Technology Services (ITS) work groups to resolve customer issues; Provide remote technical support to resolve issues; Confirm, through direct contact, client acceptance of resolution before closing each ticket; Assist walk-in faculty, staff, and students with hardware and software issues or questions; Provide technical support for specific technology projects; Provide basic user training on common tools and applications as needed; Work with and mentor student workers newly hired in the Assistance Center; Process forms using Optical Mark Reader equipment; Perform other duties as assigned. Knowledge, Skills, and Abilities Technical knowledge of PC and MAC and desktop hardware; Technical knowledge of PC and MAC internal components; Technical and working knowledge of Windows and OS.X operating systems; Experience in hardware problem resolution; Working technical knowledge of current IP protocols, desktop operating systems, and standards; Able to read and understand technical manuals, procedural documentation, and OEM guides; Good written, oral, and interpersonal communication skills; Strong technical documentation skills; Ability to conduct research into computer issues and products; Ability to present ideas in user-friendly language; Highly self-motivated and directed; Keen attention to detail; Proven analytical and problem-solving abilities; Ability to effectively prioritize and execute tasks in a high-pressure environment; Commitment to excellent customer service; Ability to work as a member of a team in a collaborative environment; Highest level of professional and personal integrity; Understanding of the organization's goals and objectives. Additional Information: Salary Information: $11/hour Required Documents to Apply: Proof of Work-Study Award, Resume Optional Documents: Special Instructions to Applicants:a screen shot of the BOSS screen showing the Work Study award is satisfactory. Recruitment Contact Information: Russ Riegel, Client Support Manager, rrriegel@ualr.edu, 501.916.5011 All application materials must be uploaded to the University of Arkansas System Career Sitehttps://uasys.wd5.myworkdayjobs.com/UASYS Please do not send to listed recruitment contact. Pre-employment Screening Requirements: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 (MVR) 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 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. The University of Arkansas is an equal opportunity, affirmative action institution. The University does not discriminate in its education programs or activities (including in admission and employment) on the basis of age, race, color, national origin, disability, religion, marital or parental status, protected veteran status, military service, genetic information, or sex (including pregnancy, sexual orientation, and gender identity). Federal law prohibits the University from discriminating on these bases. Questions or concerns about the application of Title IX, which prohibits discrimination on the basis of sex, may be sent to the University's Title IX Coordinator and to the U.S. Department of Education Office for Civil Rights. Persons must have proof of legal authority to work in the United States on the first day of employment. All application information is subject to public disclosure under the Arkansas Freedom of Information Act. Constant Physical Activity:Lifting, Manipulate items with fingers, including keyboarding Frequent Physical Activity:Crouching Occasional Physical Activity:Balancing, Walking Benefits Eligible:No