Job Description

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