Extra Help Assistant - IT Services
Extra Help Assistant - IT Services
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1 Vacancy
Job Description
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Closing Date:
Type of Position:
Clerical
Workstudy Position:
Job Type:
Temporary (Fixed Term)
Work Shift:
Sponsorship Available:
Institution Name:
University of Arkansas at Little RockThe 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 8900 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 Rocks thriving cultural community and a major component of the city and states growing profile as a regional leader in research technology transfer economic development and job creation.
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Department:
Assistance Center
Departments Website:
Summary of Job Duties:
The Extra Help Assistant for IT Services provides direct clientfacing 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 crossplatform network that serves 2500 faculty and staff users and over 13000 student users.The Extra Help Assistant for IT Services will provide support for the Client Support Team. Activities include logging calls/contacts into troubleticket 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 justintime training for simple/common technical tasks.
The Extra Help Assistant for IT Services will also provide support for the Networks Team. Activities include unpacking new hardware moving hardware across campus assisting with tools ladders rolling carts and other equipment as assigned; providing basic care and cleaning of existing test equipment tools and other equipment; conducting network port activations network port terminations cable testing troubleshooting basic wire issues and resolving simple/common issues on the spot.
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;
High School Diploma.
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 ITrelated 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 workrelated 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 CDROMs 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 enhancementrequests and serviceinquiry 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 universitys 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 walkin 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;
Additional Duties for Network Team Support
Document physical network drop inventories and key data entry;
Troubleshoot test repair and document basic physical network cabling issues using FlukeLinkRunner tool;
Securely and safely transport network hardware tools ladders and equipment on campus;
Physically install replace and/or move network hardware in ceilings network racks and other areas;
Unpack and organize new hardware shipments provide documentation of relocated items to ITServices Inventory Management personnel and dispose of packing materials;
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 in the English language;
Strong technical documentation skills;
Ability to conduct research into computer issues and products;
Ability to present ideas in userfriendly language;
Highly selfmotivated and directed;
Keen attention to detail;
Proven analytical and problemsolving abilities;
Ability to effectively prioritize and execute tasks in a highpressure 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 organizations goals and objectives.
Additional Information:
Salary Information:
Required Documents to Apply:
Optional Documents:
Special Instructions to Applicants:
Please submit all documents in pdf format.
Recruitment Contact Information:
All application materials must be uploaded to the University of Arkansas System Career Site
Please do not send to listed recruitment contact.
Preemployment Screening Requirements:
No Background Check RequiredThe 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 nondiscriminatory manner consistent with state and federal law.
The University of Arkansas is an equal opportunity institution. The University does not discriminate in its education programs or activities (including in admission and employment) on the basis of any category or status protected by law including age race color national origin disability religion protected veteran status military service genetic information sex sexual preference or pregnancy. 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 Universitys 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:
Hearing Manipulate items with fingers including keyboarding Talking
Frequent Physical Activity:
Sitting Walking
Occasional Physical Activity:
Crouching Grasping Lifting Pulling Pushing Standing
Benefits Eligible:
NoEmployment Type
Part-Time
