Description: The Technical Lead/Project Manager will provide hands-on end user desktop/laptop/peripheral device support as well as overall project management.
The Technical Lead/Program Manager position will be based at the 3 Capitol Mall location and provide program, manager, and end user support to the three ARCareerEd Divisions based at 3 Capitol Mall and surrounding areas: Adult Education (AdultEd), Career and Technical Education (CTE) and Office of Skills and Development (OSD).
This position will also provide the Arkansas Department of Career Education (ARCareerEd) end users with, desktop, laptop, tablet, and peripheral device support and may require collaboration with other Lead/ Supervisory Technicians to allocate additional technical support from Desktop Technicians.
This job will not generally require travel to ARS field offices although such travel may be required in cases where backup support and coverage within the Information Services Dept.
The use of State Vehicles may be available at times, but most often the Technical Lead / Program Manager will be responsible for providing their own transportation.
- 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
- 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 strong customer service qualities and the ability to work in a team environment
- Working Knowledge of PC Imaging
- Operational Knowledge of Windows 7/8/8.1/10 operating systems
- Active Directory
- Experienced in Microsoft Office Suite
- File and Print Management
- Cisco Switch set-up and troubleshooting
- Remote Access Management (LogMeIn)
- Wireless Communications (including wireless device provisioning and data restore)
- PC Application support
General Responsibilities: As Program Manager:
•Is responsible for managing, coordinating, and establishing priorities for the complete life-cycle of projects including the planning, design, programming, testing, and implementation of business solutions designed to meet requirements of various departments within the agency, such as finance, customer service, and application development.
•Primary responsibility is to drive the entire effort from start to finish.
•Must ensure that the program is completed on schedule and that the final product meets the business, technical, and established quality requirements.
•Tests, maintains, and monitors computer programs and systems, including coordinating the installation of computer programs and systems.
•Coordinates and links computer systems, within an agency and the state, to increase compatibility and to share information, consults with management to ensure agreement on system principles.
•Expands or modifies systems to serve new purposes or improve work flow.
•Determines computer software or hardware needed to set up or alter system.
As Technical Lead:
•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.
•User, group, and computer creation and management within a Microsoft Active Directory environment.
•Provide support on maintaining and configuring Microsoft Active Directory Group Policies to management desktop client configuration and settings
•Performs system maintenance activities through error reports, user modification requests and system problems.
•Learn and Assist in Management of Cloud Computing Environment (i.e., Office 365)
•Assist users with setting up and operating workplace mobile devices (iPads, iPhones, Learn and Support MAC Laptops//PCs (on a limited basis)
The ARCareerEd Technical Lead / Program Manager:
1)Will provide program, manager, and end user support, to the three (of four) ARCareerEd Divisions that are based at 3 Capitol Mall and surrounding areas: Adult Education (AdultEd), Career and Technical Education (CTE) and Office of Skills and Development (OSD).
2)Is responsible for managing, coordinating, and establishing priorities for the complete life-cycle of projects including the planning, design, programming, testing, and implementation of business solutions designed to meet the requirements of various departments within the agency.
3)Provides end users with assistance in solving computer related problems, such as imaging, LAN connections, system malfunctions and software program management (installation, configuration, trouble-shooting problems).
Skill Required / Desired Amount of Experience
- Desktop Support Leadership
- Project Management
- Windows Desktop OS (XP\Windows7)
- Active Directory Administration
- Desktop\Laptop\Tablet Hardware
- Cisco Switches
- Group Policy Administration
- Remote Access (LogMeIn)
- Certifications (MS, Cisco, CompTIA)