Field incoming requests to the Service Desk via both telephone and email to ensure courteous, timely; effective resolution of end-user issues
Document all pertinent end user identification information, including name, department, contact information, and nature of the problem or issues
Build rapport and elicit problem details from service desk customers
Prioritize and schedule problems
Escalate problem (when required) to the appropriately experienced technician
Record, track and document the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
Apply diagnostic utilities to aid in troubleshooting
Access software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution
Identify and learn appropriate software and hardware used and supported by the organization
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications
Perform preventative maintenance, including checking and cleaning of workstations, printers, and peripherals
Test fixes to ensure the problem has been adequately resolved
Perform post-resolution follow-ups to help requests
Develop help sheets and FAQ lists for end-users
Perform other duties as assigned.

Degree-seeking UA Little Rock students enrolled in classes at the time of application
Be eligible to legally work 20 hours per week in the United States
Must be ineligible for Federal Work-Study (FWS)

Cover letter/letter of application required for consideration for Trojan Works positions.

IT Services Assistance Center Assistant

About this role