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Service Desk Specialist

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Type of Position:Information Technology

Workstudy Position:


Job Type:Regular

Work Shift: Day Shift (United States of America)

Sponsorship Available:


Institution Name: University of Arkansas at Fort Smith

The University of Arkansas - Fort Smith is a vibrant mid-sized public university dedicated to breaking the higher education mold by bringing truly transformative, hands-on experiences to every student. From high school seniors to senior professionals, first-generation students to second-chancers, our goal is to provide a high-quality, future-focused education that honors each student's unique, personal situations and goals. Our tiered approach to learning offers students access to more than 80-degree plans and programs including certificate, associate, bachelor's, and master's degrees. We seek to recruit and retain a diverse workforce as a reflection of our commitment to serve the diverse population of Arkansas, to maintain the excellence of the university, and to offer our students richly varied disciplines, and perspectives.

Located on the Arkansas-Oklahoma border and situated in a region of lakes, Fort Smith is the second-largest city in Arkansas and features a vast array of cultural activities, shopping, dining, and entertainment, including a thriving downtown entertainment district. Parks, trails, and water recreation are all within the city limits, and true outdoor enthusiasts will find the area’s lakes, streams, and mountains offer adventure only minutes away from campus. Fort Smith was recently named by Forbes as the number one city in America for the cost of living, and a top city in the nation for the highest-paying tech jobs. The city is within easy driving distance of Tulsa, Kansas City, Dallas, Little Rock, and Memphis.

Thank you for your interest in joining our university. Below you will find details for the position including any supplementary documentation and/or questions you should review before submitting your application. For general application assistance or if you have questions about a job posting, please contact Human Resources at (479) 788-7080.

If you have a disability and need assistance with the hiring process please contact Human Resources at 479-788-7080. Applicants are required to submit a request for each position to which they have applied.

Department:IT Customer Support

Department's Website:

Summary of Job Duties:The Service Desk Specialist is responsible for support of all desktop hardware, software and audio-visual equipment for the UAFS campus. This individual is responsible for operating the Service Desk. The Service Desk Specialist is the front-line support for UAFS faculty, staff and students. They respond to customer inquiries in person, via phone or email, and is responsible for distribution and retrieval of technology-related equipment from classrooms and events. This position is also responsible for performing computer operation duties if the Service Desk Technician is out. The position reports to Manager, Customer Support.


Required Education and/or Work Experience: Minimum qualifications include an associate’s degree in a technical or IT related field or one year of experience working in a technical or IT related field. Service Desk experience is preferred. Other job-related education and/or experience may be substituted for part of these requirements.

Essential Job Duties and Responsibilities:
  • Assist faculty, staff and students who walk into the Technology Support Service Desk, aAnswer Technology Support Service Desk phone, check e-mail and voice mail and log requests into the UAFS Incident Management System. Contact users if more information is required. Troubleshoot issues, reset password and/or help faculty, staff or students with resetting passwords using the UAFS password reset system. Contact users if more information is required. Updates the incident reporting system with resolution information. This occurs daily.
  • Check Technology Support Service Desk e-mail and log requests into the UAFS Incident Management System. Troubleshoot issues with faculty, staff or students. Contact users if more information is required. Updates the incident reporting system with resolution information. This occurs daily.
  • Reset passwords or assist faculty, staff and students with resetting passwords using the UAFS password reset system. This occurs daily.
  • Schedule a variety of audio-visual equipment; assist faculty and staff in proper operation of audio-visual equipment.
  • Complete equipment requests including data entry. This occurs daily.
  • Schedule, select, deliver and retrieve a variety of audio-visual equipment; load equipment into carts and deliver to appropriate location, assist faculty and staff in proper operation of audio-visual equipment. Complete equipment requests including data entry. This occurs daily.
  • Checks technology-related equipment (laptops, monitors, hotspots, etc.) in and out to faculty, staff and students upon request. Maintains records and logs of materials and equipment used. This occurs as needed.
Other Job Duties and Responsibilities:
  • Assist PC technicians with service calls (when available). This occurs as needed.
  • Update and maintain technology support inventory. Assist with preparation of equipment for transfer to state M&R or for sale. This occurs as needed.
  • In the event that the nightly operator is out will process nightly Banner jobs for student and finance. This occurs as needed.
  • Other duties as assigned.
Responsible for maintaining a positive work atmosphere by acting and communicating in a manner to foster teamwork and by providing leadership to subordinates. Requires consistent on-time attendance.

Knowledge, Skills, and Abilities: To perform the job successfully, the following competencies are required for the essential functions of this position:

To perform the job successfully, the following competencies are required for the essential functions of this position:
  • Knowledge of the use of computer hardware.
  • Ability to use current application software packages.
  • Ability to provide technical assistance to users by evaluating, diagnosing and rectifying software and hardware problems.
  • Ability to problem solve by gathering and analyzing information skillfully.
  • Ability to identify and resolve problems in a timely manner.
  • Ability to communicate well both orally and in writing.
  • Must have excellent customer service and interpersonal communications skills.
  • Ability to operate and maintain audio-visual equipment.
  • Ability to train employees in the use of audio-visual equipment.
Additional Information:

Working Relationships: Work in a dynamic team of diverse faculty, staff, and students in a fast paced, growth-oriented environment. This individual has contact with faculty, staff and students on a daily basis.

List Employees Supervised: None

Special Job Dimensions: Work performed primarily in an office setting. While performing the duties of this job, the employee regularly exhibits digital dexterity when entering data into computer. The employee frequently sits for extended periods of time, and occasionally stands and walks. Vision demands include close, relatively detailed vision when focusing on a computer screen. Employee regularly talks and hears. Employee occasionally lifts items up to 50 pounds. Routine work schedule Monday through Thursday, 9:00am to 8:00pm or Monday through Thursday, 10:00 a.m. to 8:00 p.m. and Friday 10:00 a.m. to 2:00 p.m. with occasional overtime and travel required. Due to reduced need outside of the traditional workday hours (8:00 – 5:00) hours may vary during the summer.

Background Check Requirements. Criminal Background Check and Motor Vehicle Registry (MVR) Check.

Salary Information:

$35,000-41,000/year - commensurate with education/experience

Required Documents to Apply:

Cover Letter/Letter of Application, List of three Professional References (name, email, business title), Resume, Unofficial/Official Transcript(s)

Optional Documents:

Proof of Veteran Status

Special Instructions to Applicants:For full consideration, please apply by September 1, 2023.

Recruitment Contact Information:

HR 479-788-7080

All application materials must be uploaded to the University of Arkansas System Career Site

Please do not send to listed recruitment contact.

Pre-employment Screening Requirements:

This position may be subject to a pre-employment criminal background check, sex offender registry check, financial history background check, and/or drug screening. A criminal conviction or arrest pending adjudication and/or adverse financial history alone shall not disqualify an applicant in the absence of a relationship to the requirements of the position. Background checks and drug screening information will be used in a confidential, non-discriminatory manner consistent with state and federal law.

The University of Arkansas is an equal opportunity, affirmative action institution. The University does not discriminate in its education programs or activities (including in admission and employment) on the basis of age, race, color, national origin, disability, religion, marital or parental status, protected veteran status, military service, genetic information, or sex (including pregnancy, sexual orientation, and gender identity). Federal law prohibits the University from discriminating on these bases. Questions or concerns about the application of Title IX, which prohibits discrimination on the basis of sex, may be sent to the University's Title IX Coordinator and to the U.S. Department of Education Office for Civil Rights.

Persons must have proof of legal authority to work in the United States on the first day of employment.

All applicant information is subject to public disclosure under the Arkansas Freedom of Information Act.

Constant Physical Activity:

Frequent Physical Activity:

Occasional Physical Activity:

Benefits Eligible:Yes

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