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Job Details

Please note: all position postings close at 12:00 A.M. CST on the position closing date

Help Desk Specialist

Working Title Computer User Support Assistant Manager

Position # A02612

Department Information and Technology Services

Employment Status:

Full time (29-40 Hrs)

Type of Employment:

Staff

# of openings:

1

Location:

ASU-Jonesboro

Proposed Salary Range:

Commensurate with Experience

Closing:

10/20/25

Please note: All postings close at 12 A.M. CST on the closing date. A-State participates in E-Verify.

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 Business Systems Analyst in planning and implementing strategies to better communicate.

+ Oversee 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 Knowledge-base

+ 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 communicate effectively to the team for clear direction

• Ability to alleviate concern and handle difficult conversations with the team they manage

• Capability to be open minded to the team views and opinions

• 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

General Days/Hours:

Monday - Friday

8:00 a.m. - 5:00 p.m.

Possible remote work opportunities

Additional hours as requested and/or needed

Regular and reliable attendance

Other:

Please note: all position postings close at 12:00 A.M. CST on the position closing date.

Minimum Qualifications:

The formal education equivalent of an earned Bachelor's Degree in computer science, computer applications, or a related field

Other job related education and/or experience may be substituted for all or part of these basic requirements upon approval of the qualifications review committee

E-Verify Participation Notice:

https://www.e-verify.gov/sites/default/files/everify/posters/EVerifyParticipationPoster.pdf

E-Verify Right to Work:

https://www.e-verify.gov/sites/default/files/everify/posters/IER\_RightToWorkPoster%20Eng\_Es.pdf