Maintain a customer friendly help desk that provides tier-one computer support to clients by phone, e-mail, or in person. Administer and provide advanced account support. Perform quality assurance tasks. Create documentation and training materials.
Provide technical hardware/software computer support by phone, e-mail, and in person for UT Arlington students, faculty, and staff. Provide advanced account support. Provide consistent, professional, and excellent customer service to all users. Understand, work, and help clients with computer resources. Provide quality assurance and act as client advocate by reviewing all open tickets, communicating between other OIT groups and the client, and create reports using Crystal Reports as necessary. Create and update knowledge articles in Wiki, documentation, and web pages. Create training documentation and videos, and provide internal and external training to students, faculty, and staff as necessary.
Other functions as assigned.
Associate's Degree in related field and two years of related computing work experience; or any equivalent combination of education, training and experience. The following knowledge, skills, and abilities are required: Prior experience with specific systems, equipment and software may be specified as needed by department. Basic knowledge of principles of computing and communications networks, and characteristics of computing hardware and software used in distributed environment. Ability to operate computer keyboards and to install computer hardware. Ability to assimilate, retain and utilize technical and applications-oriented information.
Equivalent combination of relevant education and experience may be substituted as appropriate.
Telephone support and in person support experience. Strong diversified customer service background in a computer related field. Experience with Help Desk tracking software such as HEAT, ITSM or Remedy. Experience with Wiki, Live Support, Listserv, and Mac and PC workstations. Experience performing quality assurance tasks in a help desk or call center environment, such as creating reports using Crystal Reports, reviewing tickets and providing feedback, monitoring calls, surveying clients, etc. Knowledge and experience in supervision of full-time and or student workers, creation of documentation using Microsoft Word, Microsoft Publisher, Expression Web, Dreamweaver, Wiki, or content management system for the web, mail or server administration, and experience developing and teaching technical courses to novice computer users. Please detail any related experience in your online resume.
May work around standard office conditions
May work around electrical and mechanical hazards
Repetitive use of a keyboard at a workstation
Use of manual dexterity
Lifting and moving
Criminal background check conducted.
University of Texas at Arlington - 22 months ago
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