User Support Analyst

User Support Analyst
Base Pay: $47480.94 - $62474.88 / Year
Required Degree: 2 Year Degree
Closing Date: January 17, 2024 at 11:59 PM
This job description should not be interpreted as all-inclusive.  It is intended to identify the essential functions and minimum qualifications of this job.  The incumbent(s) may be required to perform job-related responsibilities and tasks other than those stated in this job description.  Nothing in this job description restricts management’s right to assign or reassign job-related responsibilities and tasks to this job at any time.  Certain functions are understood to be essential; these include, but are not limited to, attendance, getting along with others, working a full shift, and dealing with and working under stress.  Any essential function of this class will be evaluated as necessary should an incumbent/applicant be unable to perform the function or requirement due to a disability as defined by the Americans with Disabilities Act (ADA).  Reasonable accommodation for the specific disability will be made for the incumbent/applicant only to the extent medically and reasonably feasible.
EEO/AA/F/M/Vet/Disabled
JOB SUMMARY: 
Responsible for the installation and maintenance of software, hardware, and peripheral devices, installation of cable and network-supported devices, and providing User Support for over three hundred end-users.
ESSENTIAL JOB FUNCTIONS:

• Responds to user requests for assistance with hardware and/or software malfunctions, in-person and remotely, for over three hundred end-users.
• Uses diagnostic tools to determine equipment or data communication failure.
• Installs new computer equipment and related hardware, adds new machines to the network; provides user training as needed.
• Completes component-level repairs to terminals, computers, printers, and other peripheral equipment; coordinates repairs to computer equipment performed under warranty or service contracts.
• Maintains network cables, termination points, and associated infrastructure making repairs as needed.
• Installs, configures, and modifies as required computer operating system software to optimize hardware operation.
• Installs new computer equipment and related hardware, and assists with end-user training and operation as needed.
• Maintains a log of all repairs, system servicing, and replacement of computers, printers, and related hardware.
• Installs, maintains, and researches audio/video equipment; sets up audio/video equipment in conference rooms for meetings as needed.
• Provides cross-platform support of email accounts and Office products.
• Creates Office 365 accounts and assigns pertinent licenses within the Office 365 Admin Portal.
• Receives departmental requests to move existing computer equipment; schedule moves to ensure minimum disruption of departmental needs or work schedules.
• Makes recommendations to the Director concerning the repair or replacement of computer equipment, the cost-effectiveness of maintenance contracts, and the type of service needed.
• Installs and configures Wi-Fi routers.
• Maintains and supports the Circuit Court Kiosk System used for virtual court sessions.
• Conducts research and tests new technologies to determine compatibility with current systems and hardware, making recommendations to the Director.
• Posts position vacancies on the digital job billboard weekly.
• Remains on-call as needed to provide User Support for emergency situations.
• Remains updated in current technology and industry changes as appropriate, including the prevention, identification, and eradication of viruses, malware, and other security threats to end-user technical systems.
• Ensures that confidential information is maintained and transmitted in a secure and legally compliant manner.

 
SECONDARY DUTIES AND RESPONSIBILITIES:
Provides backup to Help Desk Analyst and other Information Systems staff as appropriate.
Performs other related duties as required.
 
PERSONNEL SUPERVISED:     None
WORKING CONDITIONS: 
Work is performed in a smoking-restricted office environment. The position will be required to make occasional trips to various County offices. 
MINIMUM QUALIFICATIONS:
REQUIRED SKILLS, KNOWLEDGE, AND ABILITIES:

• Considerable knowledge of the concepts, operating systems, software, and hardware of host and local area network computer systems.
• Considerable knowledge of the capabilities and technical requirements of computer hardware, technical support equipment, and communication systems.
• Good knowledge of the prevention, identification, and eradication of viruses, malware, and other threats to end-user technical systems.
• Good knowledge of digital information display systems including software interfaces, associated hardware, configuration, and support.
• Some knowledge of audio/video systems software and hardware including A/V system control systems, projectors, display screens, sound systems, and internet interface.
• Advanced knowledge of Apple technology to include setup, administration, configuration, and security.
• Advanced knowledge of cloud-based storage systems, including setup, administration, configuration, and security.
• Advanced knowledge of Windows and Microsoft systems and software, including Office 365 and One-Drive.
• Ability to explain technical problems to non-technical employees.
• Ability to install and configure computers and associated hardware, software, and peripheral equipment.
• Ability to identify and correct malfunctions within computer systems, hardware, software, or peripheral equipment.
• Ability to evaluate hardware and software for determination of compatibility with existing systems and effectiveness for meeting user needs.
• Ability to establish and maintain a detailed record-keeping system.
• Ability to remain on-call on an occasional basis to provide User Support.
• Ability to attend work regularly and reliably.
• Skill in the operation of a computer and associated hardware, software, and peripheral equipment.
• Skill in the setup and use of audio/visual equipment.

 
PHYSICAL REQUIREMENTS:

• Ability to communicate effectively in person and by telephone, individually, and in groups.
• Digital dexterity is necessary for keyboard operation and equipment repair and installation.
• Visual acuity is necessary for gathering information from a computer screen, repairing equipment, and installation of hardware and software.
• Ability to hear and speak sufficiently to orally communicate information in person and by telephone.
• Ability to lift and carry loads up to 50 pounds unassisted.
• Ability to turn, bend, stoop, crouch, and kneel in the installation of equipment.
• Ability to climb stools and ladders to run wires and cables.
• Ability to work in a constant state of alertness and in a safe manner.
• Ability to concentrate for long periods of time.

EDUCATION AND EXPERIENCE:
Completion of an associate degree in computer science or related field; considerable experience with the design, maintenance, and installation of computers and peripheral hardware, communications equipment, or related systems; or any equivalent combination of experience and training which provides the required skills, knowledge, and abilities.
Requirements

• Employment is contingent upon the successful completion of a criminal background check.
• This position is safety sensitive and is subject to random drug and alcohol testing.
• Must possess or be able to immediately obtain a valid Arkansas Driver's License.
• Regular and reliable attendance is an essential function of this position.
• Prefer certifications in Hardware, PC Based Software, and End-User Software.
• Prefer a bachelor's degree in computer science or a related field.

About the Arkansas Division of Workforce Services

The Arkansas Division of Workforce Services (ADWS) is the state agency responsible for providing job-related services to unemployed state residents, such as coordinating training and educational opportunities, processing unemployment insurance claims, and connecting job seekers with employment opportunities in the state.

The Arkansas Division of Workforce Services consists of four major sections: Workforce Services, Adult Education, Arkansas Rehabilitation Services, and Services for the Blind. Each section is responsible for administering multiple state and federal grants, the programs they fund, and the services they provide to Arkansans.

DWS is unique from other state agencies because it is almost 100% federally funded. DWS does not earn a profit, and the agency’s success is measured by its ability to meet the needs of Arkansas employers and job seekers. The Arkansas Legislature appropriates the agency’s funds and has the authority to pass legislation affecting agency programs and services on a state level. As a result, DWS adheres to both state and federal laws and regulations. The size of the agency’s budget and staffing levels are adapted to meet the needs of the state and its customers while balancing the requirements of stakeholders.

ADWS Information Desk: 501-682-2121

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