• Help Desk Specialist

    Arkansas State University (Jonesboro, AR)


    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