IT Operations Support Coordinator

The IT Operations Support Coordinator provides day-to-day IT support for staff and residents. This role manages a team of student desktop support technicians, ensuring timely resolution of support tickets, quality customer service, and consistent communication with end users. This role also assists with the division’s IT lifecycle planning, including equipment audits and replacement schedules.

Major responsibilities include coordinating IT projects for desktop support staff, collaborating with external vendors and campus partners, and serving as the primary point of contact for departmental IT needs and escalate issues when necessary. The Coordinator builds strong working relationships with staff and residents to better understand their technology requirements and ensure positive support experience.

• The formal education equivalent of a bachelor’s degree in computer science, computer applications, information systems, or a related field from an accredited institution of higher education
• At least two years of experience in computer support

OR

• At least four years of experience in computer support

Preferred Qualifications

• Experience with configuration management software including remote imaging, software deployment, and patch management from Microsoft and Dell
• Experience managing a preventative maintenance and lifecycle replacement program for IT equipment
• Experience working in a formal IT service management (ITSM) environment (e.g. ticketing systems, SLAs, incident/request workflows)
• Experience supervising, mentoring, or training student employees or part-time technical staff
• Experience troubleshooting and resolving software, hardware, and network issues
• Experience with asset management

Knowledge, Skills & Abilities

• Knowledge of the limitations, use, and management of desktop computer hardware and software
• Ability to maintain a high level of customer service while adhering to departmental and university standard operating procedures
• Ability to quickly analyze computer and network problems or errors and devise corrective measures
• Ability to create and maintain complete and up-to-date documentation regarding the various systems and procedures used within the department
• Ability to use project management principles to complete work assignments
• Ability to supervise paraprofessional staff and lead others
• Ability to use resources appropriately
• Ability to use clear and proactive verbal and written communication, Persons must have proof of legal authority to work in the United States on the first day of employment.

$56,123 (Commensurate with education and experience)

University of Arkansas, Fayetteville

Founded in 1871, the University of Arkansas is a land grant institution, classified by the Carnegie Foundation among the nation’s top 2 percent of universities with the highest level of research activity. The University of Arkansas works to advance the state and build a better world through education, research, and outreach by providing transformational opportunities and skills, fostering a welcoming climate, and nurturing creativity, discovery, and the spread of new ideas and innovations.

The University of Arkansas campus is located in Fayetteville, a welcoming community ranked as one of the best places to live in the U.S. The growing region surrounding Fayetteville is home to numerous Fortune 500 companies and one of the nation’s strongest economies. Northwest Arkansas is also quickly gaining a national reputation for its focus on the arts and overall quality of life.

As an employer, the University of Arkansas offers a vibrant work environment and a workplace culture that promotes a healthy work-life balance. The benefits package includes university contributions to health, dental, life and disability insurance, tuition waivers for employees and their families, 12 official holidays, immediate leave accrual, and a choice of retirement programs with university contributions ranging from 5 to 10% of employee salary.