Technical Help Desk Support Analyst

3 days ago

Little Rock, Arkansas, United States American Technology Consulting LLC Full time

This is a temporary position that will support the operations of the Arkansas Wireless Information Network (AWIN).

On-Site Position at Camp Robinson.

This position is available for extensions.

AWIN is a statewide communications network that provides service to 38,000 first responders in the state of Arkansasrepresenting nearly 1000 public safety agencies. Each county in the state participates on AWIN as well as several state and federal agencies. AWIN is managed by the Arkansas Department of Emergency Management.

Job Description

  • Entering radio information into the network in order to activate the radio.
  • Maintaining accurate records of user information.
  • Performing defined tasks as per ADEM and AWIN processes.
  • Resolving user issues by answering questions and requests when they arise.
  • Responding to incoming telephone calls and email inquiries from both internal and external customers regarding system-related problems.
  • Maintaining client confidence and protecting operations by keeping sensitive information confidential.
  • Monitoring system alarms and engaging with technical maintenance personnel as appropriate.
  • Contributing to team efforts.

Required Skills

  • Strong customer service skills.
  • Strong communication and interpersonal skills. Ability to effectively communicate technical information to non-technical individuals. Ability to communicate clearly via telephone and email.
  • Strong attention to detail and ability to prioritize tasks.
  • Excellent technical knowledge of computer systems, hardware, software, and networks.
  • Strong problem-solving and troubleshooting skills.
  • Excellent organizational and time management skills.
  • Ability to work independently and as part of a team.

Required Qualifications

  • Associate or Bachelor's degree (Or equal number of years of experience) in Computer Science, Information Technology, or a related field.
  • Proven experience in system support or in a similar technical support role.
  • Familiarity with IT security practices and protocols.
  • Excellent problem-solving and analytical abilities.
  • Ability to pass a background check.
  • Ability to lift 50 lbs.

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