[Hiring] Associate IT Service Center Rep @University of Arkansas for Medical Sciences

Role Description

Under general direction of IT Client Services Management Team, provides first-tier support to end-users for applications and hardware. Identifies incidents which require second-tier support and documents necessary information prior to submitting incidents to second-tier support. May interact with network services, systems administrators, server support, and/or applications development to restore service and/or identify and correct core problems. Simulates or recreates user problems to troubleshoot and resolve problems. Recommends systems modifications to reduce user problems. Maintains knowledge and technical troubleshooting skills in field of expertise.

***Please note that this position will typically work from home (remotely) after initial training. Temporary workspaces may be available on campus for short-term need, but are not guaranteed. Employee is responsible for following Remote Work Policy 4.4.22.

Qualifications

• Associate degree in Information Technology or a related field PLUS two (2) years of experience in IT support functions, PC support, or related technical experience
• OR High School Diploma/GED PLUS four (4) years of experience in IT support functions, PC support, or related technical experience.
• Working knowledge of Microsoft Office products, including Word, Excel, PowerPoint, and Outlook
• Experience supporting Skype and VPN connections
• Ability to work effectively in a team-oriented environment
• Strong written and verbal communication skills

Requirements

• Provide technical support to end-users for applications, hardware, and peripheral devices across hospital, campus, and off-site locations
• Troubleshoot, document, resolve, or escalate technical issues using the centralized call tracking system
• Utilize remote support software to assist users with workstation and peripheral-related issues
• Serve as a liaison between Northwest Arkansas and Central Campus IT teams to assist with restoring services and resolving system-related issues
• Collaborate with network services, systems administrators, server support, and application development teams to identify and correct technical problems
• Monitor and analyze trends within the issue-tracking system to identify critical support needs and improve service delivery
• Deliver high-quality customer service through timely, professional, and thorough technical support
• Maintain accurate documentation of work performed, ongoing issues, and resolutions
• Perform other duties as assigned

Benefits

• Health: Medical, Dental and Vision plans available for qualifying staff and family
• Holiday, Vacation and Sick Leave
• Education discount for staff and dependents (undergraduate only)
• Retirement: Up to 10% matched contribution from UAMS
• Basic Life Insurance up to $50,000
• Career Training and Educational Opportunities
• Merchant Discounts
• Concierge prescription delivery on the main campus when using UAMS pharmacy

Company Description

The University of Arkansas for Medical Sciences (UAMS) has a unique combination of education, research, and clinical programs that encourages and supports teamwork and diversity. We champion being a collaborative health care organization, focused on improving patient care and the lives of Arkansans.