• IT Service Center Rep Senior

    Posted Date 2 weeks ago(10/5/2018 4:24 PM)
    Requisition ID
    2018-45442
    Category
    Info Technology
    Position Type
    Regular Full-Time
    Department
    INFO Technical Support Center
    Post End Date
    11/5/2018
  • Overview

    The Senior IT Service Center Representative under minimal direction of IT Client Services Management Team, provides high-level support to UAMS employees, UAMS Students, UAMS external partners, and patients for software applications and hardware. 

     

    The University of Arkansas for Medical Sciences (UAMS) has a unique combination of education, research, and clinical programs that encourages and supports teamwork and diversity.  We champion being a collaborative health care organization, focused on improving patient care and the lives of Arkansans.  

     

    UAMS offers amazing benefits and perks:

    • Health: Medical, Dental and Vision plans available for staff and family
    • Holiday, Vacation and Sick Leave
    • Education discount for staff and dependents (undergraduate only)
    • Retirement: Up to 10% matched contribution from UAMS
    • Basic Life Insurance up to $50,000
    • Career Training and Educational Opportunities
    • Merchant Discounts
    • Concierge prescription delivery on the main campus when using UAMS pharmacy

    Salary offered commensurate with experience

    Responsibilities

    • Exercises judgment with limited information to make timely decisions to solve emergent problems and assist others in doing so.
    • Assists Associate and Intermediate Service Desk team members with complex issues as necessary to resolve customer incidents, training them in the process to resolve the incident next time themselves.
    • Interacts with network services, systems administrators, server support, and/or application developers/configurators to restore service and/or identify and correct core problems.
    • Simulates or recreates user problems to troubleshoot and resolve problems.
    • Recommends systems modifications to reduce user problems.
    • Actively reviews problems to evaluate trends, creates and evaluates solutions, and proceeds with an appropriate course of action.
    • Creates and maintains processes and documentation to prevent, minimize and quickly resolve problems.
    • Follows established procedures, but also critically examines those procedures to determine ongoing applicability and effectiveness.
    • Orchestrates and manages improvement activities to increase the department’s ability to respond to ongoing requirements.
    • Prioritizes workload with varied demands and ensures adjustments are accomplished to meet organizational needs.
    • Investigates and applies alternate approaches and solutions when standard approaches are unsuccessful or unavailable.
    • Monitors and maintains server equipment supporting the Service Desk.
    • Other duties as assigned.

    Qualifications

    Minimum Qualifications:

    • High school diploma plus 9 years of experience in IT support functions or PC computer support experience OR Associates degree in Information Technology or related field of study plus 7 years of experience in IT support functions or PC computer support experience OR Bachelor's degree in Information Technology or related field of study plus 5 years of experience in IT support functions or PC computer support experience OR Master's degree in Information Technology or related field of study plus 3 years of experience in IT support functions or PC computer support experience.
    • Must have knowledge of Microsoft Products (Word, Excel, PowerPoint, Outlook) as well as Skype and VPN connections.

    Preferred Qualifications:

    • 2 years of previous IT experience in Service Desk, Call Center, End User Support, and/or Healthcare at UAMS
    • Server administration experience
    • Networking experience
    • Software application administration experience
    • Apple Support certification(s)
    • Microsoft Office Specialist (MOS)
    • A+ or similar certifications

    UAMS is aAffirmative Action and Equal Opportunity Employer of individuals with disabilities and protected veterans and is committed to excellence

    Physical Requirements

    Stand: Frequently
    Sit: Continuously
    Walk: Occasionally
    Bend, crawl, crouch, kneel, stoop, or reach overhead: Occasionally
    Lift, push, pull, carry weight: 11 - 25 lbs
    Use hands to touch, handle, or feel: Continuously
    Talk: Continuously
    Hear: Continuously
    Taste or smell: Never
    Read, concentrate, think analytically: Continuously
    Physical Environment: Inside Office Environment
    Noise Level: Moderate
    Visual Requirements: Color discrimination, Near visual acuity
    Hazards: None

    Options

    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed