Associate IT Onsite Support

University of Arkansas System•Little Rock, AR

1d•Onsite

About The Position

The IT Onsite Support Associate provides tier one Information Technology support for UAMS Regional Centers and adjacent UAMS entities within the local vicinity. This position is responsible for working directly with customers to provide services such as deployment, troubleshooting and repair, upgrade, asset management, monitoring of infrastructure, rack and stack of equipment in network, server room, and other locations. This support will include endpoint devices, various peripherals, networking/connectivity, deployment, upgrade, troubleshooting of software, and basic training. This role is expected to work closely with users to ensure that business needs are fully met and the user questions are either answered or escalated and routed to appropriate recipient. Position is also responsible for ticket/issue escalation and tracking. As part of a shared resource - a geographically distributed, but centrally managed team, this position is expected to provide cross-site support, addressing issues and participating in projects impacting not only the local site(s), but also other Regional Centers, remotely, and on occasion, also in person. Analysts will perform in-depth root cause analysis, troubleshooting, identifying and implementing potential solutions for issues or escalation. Must be able to communicate effectively. Follows best industry practices and identifies opportunities for optimization and standardization. Continually pursues ways to provide value-added solutions. Prepares activity and other reports as necessary. Attains necessary certifications, as applicable, in a timely manner according to policy.

Requirements

Associate's degree in computer science or related field of study - OR - High School diploma plus 2 years of IT support functions or IT technical related experience.
Must have a valid driver’s license.
Must have high level of competency in Windows 10, Outlook, Microsoft Excel, Word, and PowerPoint.
Experience in managing and multiple priorities, projects and deadlines.
Required to be on-call and to respond immediately to trouble calls outside of general work hours.
Work occasionally may require in excess of eight hours per day.
Rotating weekend and holiday coverage.
Workload pressure will regularly subject incumbent to moderate to high job-related stress.

Nice To Haves

Bachelor's degree in computer science or related field of study.
Experience is in a healthcare environment, in a service support role troubleshooting end user hardware, software and network connectivity issues.
Knowledge of Epic or other EMRs
Knowledge of Windows 7/8/10 and other client OS.
Familiarity with client/server computing model.
Familiarity with networking and troubleshooting connectivity.
Comp TIA A+, CompTIA Network+, CompTIA IT Fundamentals+ (ITF+), Microsoft Technology Associate (MTA)

Responsibilities

Provide tier one Information Technology support for UAMS Regional Centers and adjacent UAMS entities within the local vicinity.
Work directly with customers to provide services such as deployment, troubleshooting and repair, upgrade, asset management, monitoring of infrastructure, rack and stack of equipment in network, server room, and other locations.
Provide support for endpoint devices, various peripherals, networking/connectivity, deployment, upgrade, troubleshooting of software, and basic training.
Work closely with users to ensure that business needs are fully met and the user questions are either answered or escalated and routed to appropriate recipient.
Responsible for ticket/issue escalation and tracking.
Provide cross-site support, addressing issues and participating in projects impacting not only the local site(s), but also other Regional Centers, remotely, and on occasion, also in person.
Perform in-depth root cause analysis, troubleshooting, identifying and implementing potential solutions for issues or escalation.
Communicate effectively.
Follow best industry practices and identifies opportunities for optimization and standardization.
Continually pursue ways to provide value-added solutions.
Prepare activity and other reports as necessary.
Attain necessary certifications, as applicable, in a timely manner according to policy.