Job Description
Knowledge and Skills
Knowledge of Microsoft Windows OS (desktop versions), Office 365 suite, and Active Directory.
Knowledge of basic networking principles (IP addresses, DNS, VPN, Wi-Fi troubleshooting).
Knowledge of state-issued software systems and standard IT tools used in Arkansas government agencies
Knowledge of security protocols related to data privacy, password policies, and state network access.
Knowledge of help Desk ticketing systems such as ServiceNow, Zendesk, or similar.
Skilled in diagnosing and resolving technical problems efficiently and accurately.
Skilled in providing excellent customer service and technical support to non-technical users.
Skilled in managing multiple support requests and prioritizing work in a high-demand environment.
Skilled in writing clear and concise documentation for technical and non-technical audiences.
Skilled in working collaboratively with IT teams, vendors, and internal users.