Position Number: 22076374 County: Pulaski Posting End Date: 08/28/2024 Anticipated Starting Salary: 33403 The Department of Public Safety's mission is to enhance the safety and security of all Arkansans through ethical, character-driven behavior that promotes professionalism, clear communication, and accountability while serving as the state's premier public safety agency. This position is Safety Sensitive and is subject to pre-employment, random, and for-cause drug screenings. If you are requesting veteran's preference, please include your DD214. Accurately and concisely document all customer inquiries and interactions along with their resolutions via a ticketing system. Diagnose the source of malfunctions, recommends corrective actions, and/or escalates issues to the appropriate IT teams for resolution. Manage inbound calls and email inquiries in a timely manner. Also responsible for working with ACIC and monitoring and supporting their system and users in the field. Trains other employees in system operation and maintain system documentation. Perform other duties as assigned. This position is for a call center team that provides 24/7 support with various shifts. The Call Center personnel are considered essential workers and can be required to work nights, weekends, holidays, and during inclement weather. This position will work Monday - Friday, 8am - 4pm. Hours subject to change. Candidate should be open to work any shift and available for holidays and weekends. Position Information Class Code: D089C Grade: IT01 FLSA Status: NON-EXEMPT Salary Range: $33,402.00 - $53,278.00 Summary The Information Technology Assistant is responsible for supporting the user services, operations, technical services, or systems applications. This position is governed by state and federal laws and agency/institution policy. Functions Troubleshoots and repairs all network, applications, and telephone connection problems. Installs and maintains software, hardware, and wired and wireless networks, including configuration of hubs, switches, wireless access points, and wireless bridges. Evaluates new software, hardware, and procedures, and makes recommendations on the purchase of hardware and software. Monitors hardware and software to ensure optimum operating configurations for all workstations and printers in assigned areas. Provides technical support agency or institution wide for all users, including data retrieval, program development through application scripting, security support, and staff development and training. Provides general maintenance, cleaning, and upkeep of facilities to ensure productive environments for users. Communicates by phone and email with technical support to diagnose problems and arrange for the repair of hardware. Performs other duties as assigned. Dimensions None Knowledge, Skills and Abilities Knowledge of computers, hardware/software, and applications and operations. Knowledge of functional areas of networking, technical, and user services. Knowledge of functional areas of operations and production procedures. Knowledge of standards and procedures for scheduling, computer operations, and production control. Ability to operate computer and peripheral equipment. Ability to perform technical and mechanical functions and applications. Ability to maintain records of computer applications and prepare necessary reports. Minimum Qualifications The formal equivalent of a high school diploma; plus two years of experience in computer related applications or related area. Additional requirements determined by the agency for recruiting purposes require review and approval by the Office of Personnel Management. OTHER JOB RELATED EDUCATION AND/OR EXPERIENCE MAY BE SUBSTITUTED FOR ALL OR PART OF THESE BASIC REQUIREMENTS, EXCEPT FOR CERTIFICATION OR LICENSURE REQUIREMENTS, UPON APPROVAL OF THE QUALIFICATIONS REVIEW COMMITTEE. Licenses None The State of Arkansas is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, pregnancy, age, disability, citizenship, national origin, genetic information, military or veteran status, or any other status or characteristic protected by law. Nearest Major Market: Little Rock