Position #: A00734
Department: Information and Technology Services
Employment Status: Full time (29-40 Hrs)
# of openings: 1
Proposed Salary Range: Commensurate with Experience
Type of Employment: Staff
Location: Telecommute - Jonesboro Campus
Closing: 7/14/25
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's Information and Technology Services department is seeking a dependable and service-oriented Help Desk Agent to join our front-line support team. The successful candidate will assist students, faculty, and staff by providing timely and effective technical support across a variety of systems and services. This position plays a key role in delivering a positive IT experience and maintaining user productivity across campus. This role requires strong communication skills, the ability to work independently and collaboratively, and a commitment to resolving issues efficiently. This position is governed by state and federal laws and agency/institution policy.
Duties & Responsibilities:
- Deliver Tier 1 and intermediate Tier 2 technical support through multiple channels, including phone, email, chat, and in-person walk-ins, for university-supported systems and software
- Troubleshoot and resolve issues related to A-State accounts (email, Single Sign-On, password resets, Duo/MFA, etc.)
- Document all support interactions, solutions, and escalations within the university's ticketing system (TeamDynamix)
- Assist with basic troubleshooting for supported academic and administrative software (e.g., Banner, Canvas, Microsoft 365, etc.)
- Route and escalate unresolved issues to appropriate IT teams when necessary
- Assist students and staff with software installations, account setup, and system access
- Maintain up-to-date knowledge of university IT services, policies, and procedures
- Collaborate with Help Desk teammates to identify trends and recurring issues
- Assist during campus events (e.g., orientation, registration) with IT setup and support
- Contribute to internal documentation and knowledge base articles
- Attend team meetings and training sessions as scheduled
- Assist users during assigned weekends as part of an on-call rotation
- Perform other duties as assigned
Knowledge/Skills/Abilities: • Strong customer service and communication skills
• Strong attention to detail
• Ability to problem solve and think critically
• Ability to troubleshoot basic technical issues effectively
• Willingness to learn new systems and technologies
• Ability to effectively communicate issues and resolutions to all levels of the organization
• Ability to maintain confidentiality with sensitive customer and internal information
• Ability to work independently and as part of a team
• Ability to handle confidential information with discretion
• Basic understanding of networking, software, and IT security best practices
General Days/Hours: Monday - Friday
8:00 a.m. - 5:00 p.m.
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
Training: As there is no formal training course within ITS, most training will be OTJ (on the job). The Communications Services Director will identify the individual's knowledge areas, and will direct additional direction for areas that may need improvement or additional education, in effort to improve performance
This position has been identified as a telecommuting position. The duties are performed during standard work hours of 8am-5pm at a predefined and approved work location. Individuals filling this role must have dedicated workspace that provides privacy and security related to the work being performed. Additionally, individuals must have secure internet access with appropriate upload/download capabilities to perform the duties associated with the position. Individuals in this position will be required to review and acknowledge the Telecommuting Guidelines and Telecommuting Agreement for A-State
Preferred Qualifications:
Possess a valid Driver's License
One (1) to two (2) years of experience providing technical support or customer service in an IT environment
Familiarity with help desk or ticketing systems (TeamDynamix, ServiceNow, SmartView, etc.)
Working knowledge of Microsoft Windows, Office 365, and common academic technologies
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
Equal employment opportunity, including veterans and individuals with disabilities.
PI274795799
