IT Support Help Desk Technician

Full-time - Entry Level

Fayetteville, AR

About the position

The IT Support Help Desk Technician is responsible for providing assistance and support related to campus technologies, including but not limited to computer systems, hardware, software, and mobile devices. This position responds to requests, runs diagnostics, actively troubleshoots, isolates problem(s), and determines and implements solution. If beyond scope, recognizes when to escalate to next tier of support. 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.

Responsibilities

• Provide primary technical assistance and support for incoming requests and issues related to computer systems, software, and hardware
• Ask questions to determine nature of problem
• Respond to users seeking help either in person, over the phone, via email or chat
• Install, modify, and repair computer software as needed
• Walk users through problem-solving process
• Follow up with users to ensure issue has been resolved
• Develop training manuals, document knowledgebase and train others
• Run reports as requested to ensure continuous improvement

Requirements

• The formal education equivalent of an associate’s degree in computer science, mathematics, or a related field; plus one year of experience in computer support
• Completion of technical training in computer science, data processing, or a related field acquired from a vocational, military or industrial setting, plus one year of experience in computer support

Nice-to-haves

• Bachelor's degree in computer science, information technology, or a related field
• At least one year of experience in general help desk/computer tech support
• Experience in Windows and Macintosh environments

Benefits

• University contributions to health, dental, life and disability insurance
• Tuition waivers for employees and their families
• 12 official holidays
• Immediate leave accrual
• Choice of retirement programs with university contributions ranging from 5 to 10% of employee salary