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Job Details
Software Support Analyst
Agency: Rehabilitation Services
Office: Arkansas Rehabilitation Services
Section: Information System and Services
Date Posted: 11/29/2018
Posting Expires: 12/12/2018
Summary
The Software Support Analyst is responsible for developing and implementing applications programs/systems, writing maintenance and enhancement programs, and providing technical assistance to staff. This position is governed by state and federal laws and agency policy.
Typical Functions
Designs system by developing general design and system flow charts, formatting screens and reports, establishing data base requirements and file structures, and writing detailed program specifications. Codes, tests, debugs, and documents programs, and implements programs/systems. Participates in evaluating user requests to determine project feasibility and impact on current systems. Writes test scripts, test files, and runs programs to determine if user needs are met. Writes documentation and runs books to assure consistent system usage. Provides technical assistance and/or training to peers, other departmental personnel, and users concerning system usage and development. Researches problems and corrects system errors. Performs other duties as assigned.
Special Job Dimensions
Occasional to frequent twenty-four (24) hour on-call duty required.
Knowledge, Abilities, and Skills
Knowledge of current computer languages and their respective programming techniques. Knowledge of applicable data processing technical standards, documentation procedures, and testing/debugging techniques. Ability to think through a logical sequence of necessary events, in terms of computer language, to produce a desired end product. Ability to devise or modify procedures to solve complex problems considering computer equipment capacity and limitations, operating time, and form of desired results. Ability to develop, implement, maintain, and enhance diverse programs. Ability to prepare project plans and program test scripts.
Minimum Education and/or Experience
The formal education equivalent of a bachelor's degree in computer science, mathematics, or a related field; plus two years of experience in programming and/or system analysis. ORCompletion of technical training in software, data processing, or a related field acquired from a vocational, military, or industrial setting; plus two years of experience in programming and/or systems analysis. 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.
Preferred Qualifications
Position Summary

The ARS Software Support Analyst works under the general direction of the Chief Information Officer and will function as a Program Manager / Technical Lead for technical direction and end user support within a designated area in the ARS Rehabilitation Services Division. The ARS Software Support Analyst position will be based at the ARS Fayetteville Field Office located in Fayetteville, Arkansas (Northwestern Arkansas) and will provide technical support to provides agency’s end users with desktop, laptop, tablet, and peripheral device support at the ARS field offices located in Fayetteville, Harrison, Fort Smith, Booneville and Russellville. In addition, the Software Support Manager will collaborate with IT leadership, other agency Program Manager / Technical Leads and technical resources, DIS and possibly other agencies, on technical initiatives such as Cybersecurity, Office 365 planning and migration, Workforce Innovation and Opportunity Act (WIOA) and the Chief Data Office (CDO) statewide Data Initiative.
This position will be the “eyes and ears” in the field for the designated ARS area. The selected candidate must have exceptional customer service skill and be willing to take “ownership” of the business area assigned to them.
This job will require travel to other ARS field offices within the North West Arkansas area. The use of state vehicles will be available at most times, but occasionally the Software Support Analyst will be responsible for providing their own transportation. This position is governed by state and federal laws and agency policy.

Education and Professional Work Experience

The formal education equivalent of a bachelor's degree in computer science, mathematics, or a related field; plus, two years of experience in programming and/or system analysis. Or completion of technical training in software, data processing, or a related field acquired from a vocational, military, or industrial setting; plus, two years of experience in programming and/or systems analysis.

Prefer someone with eight years of experience in computer support, including three years in a supervisory capacity.
Must possess strong customer service qualities and the ability to work in (and lead) a team environment.

Must have outstanding problem solving capabilities, strong analytical skills and be able to handle multiple tasks, concurrently.

Must have strong verbal communication skills.

Must have firm, open-ended knowledge of emerging technologies, such as remote hosting, single tenant and multi-tenant cloud operations, and agile technologies.

Must have exceptional customer service skill and be willing to take “ownership” of the business assigned to them.

Must possess strong customer service qualities and the ability to work in a team environment.

Should have knowledge of current computer languages and their respective programming techniques.

Should have knowledge of applicable data processing technical standards, documentation, procedures, and testing/debugging techniques.

Ability to think through a logical sequence of necessary events, in terms of computer language, to produce a desired end product.

Ability to devise or modify procedures to solve complex problems considering computer equipment capacity and limitations, operating time, and form of desired results

Job Responsibilities and Expected Results

Meet with customers to compile, identify and determine job specifications needed to develop new processes, update and modify or correct existing programs and systems.

Installation, configuration, troubleshooting and maintenance of PC hardware and desktop software, such as MS Office, Anti-Virus, Adobe, SAP, etc.

Provide expert level escalation and technical leadership.

Support and maintain all customer software and systems, including servers, workstations and software.

Provide support for Microsoft operating systems, especially Windows 7/8/8.1/10, and Windows Server 2008, 2012, 2016.

User, group, and computer creation and management within a Microsoft Active Directory environment (either local-hosted or cloud based).

Provide support on maintaining and configuring Microsoft Active Directory Group Policies to management desktop client configuration and settings.

In addition, the Software Support Manager will collaborate with IT leadership, other agency technical resources and DIS (and possibly other agencies) on technical initiatives such as Cybersecurity, Office 365 planning and migration, Workforce Innovation and Opportunity Act (WIOA) and the Chief Data Office (CDO) statewide Data Initiative.

Performs system maintenance activities through error reports, user modification requests and system problems.
Provide 24x7x365 on call support, if required.

Microsoft SCCM administration and software deployment.

Learn and Assist in Configuration and Management of Cloud Computing Environment (i.e., Intune, Office 365, Azure AD).

Assist users with setting up and operating workplace mobile devices (iPads, iPhones, Windows Tablets/Laptops, Signature Pads).
Certificates, Licenses, Registrations
Agency Specific Information
Applicants must complete each item on the State of Arkansas application to be considered for employment. Incomplete applications and Resumes only WILL NOT be accepted.

If a college degree is required for the position for which you are applying, bring a copy of your transcript with you if you are selected for an interview.

Method of pay is direct deposit. Checking or savings account required if hired.

Participation (6%) in contributory Retirement Plan is required if hired.
Job Details
Position No.: 22081962
Class Code: D052C
Grade: IT05
Salary Range: $51,761.50 - $75,054.00 per year
Background
check required?
Yes
Job Type: Full Time
Location Information
Job City: Fayetteville
Job County/Region: Pulaski
Contact Information
Contact name: Veronica Williams
Phone: 501-683-3340
Email: Veronica.Williams@arkansas.gov
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