Associate IT Service Center Representative

About the role

The Associate IT Service Center Representative provides first‑line technical assistance to staff, students, and faculty within the University of Arkansas for Medical Sciences. This position supports the IT Technical Support Center by handling service requests, troubleshooting issues, and ensuring timely resolution.

Key responsibilities

• Receive, log, and prioritize incoming IT service requests via phone, email, or ticketing system.
• Troubleshoot hardware, software, and network problems for end users.
• Escalate complex issues to senior technicians while maintaining clear communication with requestors.
• Document resolutions and update knowledge‑base articles.
• Assist with routine maintenance tasks such as software updates and equipment inventory.

Required profile

• High school diploma or equivalent; associate degree or relevant certifications preferred.
• Strong customer‑service orientation and effective communication skills.
• Ability to work in a fast‑paced environment and manage multiple tickets simultaneously.
• Eligibility to work in the United States.

Required skills

• Basic knowledge of Windows operating systems and common office applications.
• Familiarity with ticketing systems and remote support tools.
• Understanding of networking fundamentals (TCP/IP, Wi‑Fi).

What we offer

• Comprehensive medical, dental, and vision insurance.
• Holiday, vacation, and sick leave.
• Retirement plan with up to 10% employer match.
• Education discounts for staff and dependents.
• Career training and professional development opportunities.