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 Computer User Support Assistant Manager in planning and implementing strategies to better communicate.

Coordinate 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 Knowledgebase

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 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.
• Exceptional knowledge of computer systems and hardware.
• Deep-Seated experience with desktop operating systems.
• Strong verbal and written communication and documentation skills.
• 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.