IT ADMINISTRATOR

State of Arkansas•Little Rock, AR

About The Position

The IT Administrator is a critical role within a department/agency, responsible for the management, maintenance, and optimization of the state’s IT infrastructure and systems. This position plays a key role in ensuring that technology resources are secure, efficient, and operating at peak performance to support government services. The IT Administrator will be responsible for overseeing network administration, system configurations, user support, and maintaining security protocols. This role also serves as the primary liaison between OST leadership and Executive branch departments, facilitating planning sessions, quarterly business reviews, and executive check-ins to align expectations and track progress. The administrator leads enterprise customer satisfaction initiatives, coordinates cross-agency communication during major IT initiatives, outages, or service changes, and develops customer-facing materials. They track service consumption, performance, and SLAs, support escalation management, and promote OST services to agencies.

Requirements

Experience managing enterprise level customer relationships in government or a comparable multi department environment.
Strong understanding of IT service management (ITSM) principles, service delivery frameworks, and how government technology organizations operate.
Background working with project or portfolio management offices, especially in coordinating complex, multi stakeholder initiatives.
Ability to interpret service performance data, customer satisfaction metrics, and operational dashboards to guide decision making.
Strong communication and facilitation skills, including running executive meetings, conducting briefings, and translating technical topics for non technical audiences.
Experience developing customer engagement strategies, communication plans, or service adoption campaigns.
Familiarity with statewide technology services, enterprise shared services, or public sector IT procurement processes.
Demonstrated ability to resolve escalations diplomatically, balancing customer needs with operational constraints.
Solid knowledge and experience with a variety of IT systems, including network administration, server management, cloud computing, and system configurations.
Proficiency in system troubleshooting and maintenance.
Strong analytical and problem-solving abilities to quickly identify and resolve IT issues.
Ability to diagnose and address system failures or performance issues efficiently.
Strong understanding of cybersecurity principles and practices.
Experience implementing and maintaining security measures to protect sensitive data and systems.
Effective communication skills to interact with end-users, team members, and management.
Ability to explain technical concepts to non-technical users clearly and concisely.
Strong attention to detail when performing system configurations, troubleshooting issues, and ensuring all security protocols are followed.
Accurate documentation and record-keeping are essential.
Ability to provide exceptional support to end-users, understanding their needs and providing solutions in a timely and professional manner.
A Bachelor’s degree in Information Technology, Computer Science, or a related field is required, plus eight (8) years of progressively responsible experience in IT management or technology operations.

Responsibilities

Serve as the primary liaison between OST leadership and Executive branch departments, ensuring needs, priorities, and concerns are understood and addressed.
Facilitate planning sessions, quarterly business reviews, and executive check ins with Executive branch level departments to align expectations and track progress.
Lead enterprise customer satisfaction initiatives, gathering feedback, identifying trends, and recommending improvements to OST service owners.
Coordinate cross agency communication during major IT initiatives, outages, or service changes to ensure clarity, consistency, and transparency.
Develop and maintain customer facing materials, such as service guides, engagement playbooks, onboarding content, and communication plans.
Track service consumption, performance, and SLAs, presenting insights to OST leadership and Executive branch agencies.
Support escalation management, ensuring issues are routed to the right teams and resolved promptly with follow through and documented outcomes.
Promote OST services, helping agencies understand capabilities, upcoming changes, and opportunities to leverage statewide solutions.
Manage, configure, and maintain state-of-the-art IT systems, servers, and network infrastructure.
Ensure the availability, performance, and security of all IT systems that support government functions, including local and cloud-based resources.
Monitor system performance and resolve issues proactively.
Provide technical support for system issues, network outages, and hardware/software malfunctions.
Troubleshoot issues and coordinate with other departments or external vendors as needed to resolve problems in a timely manner.
Offer end-user support for various IT-related issues.
Implement and enforce security protocols to protect state data, systems, and networks from cyber threats.
Conduct routine security assessments and apply necessary patches and updates to ensure compliance with security standards and regulatory requirements.
Perform regular updates and maintenance to ensure systems remain up to date, secure, and operating efficiently. This includes managing software upgrades, hardware configurations, system patches, and updates.
Develop, test, and maintain backup and disaster recovery procedures to ensure data integrity and availability.
Ensure that data backups are completed successfully and stored securely, and perform recovery operations as needed.
Maintain accurate and up-to-date records of systems configurations, network diagrams, software licenses, and troubleshooting logs.
Prepare reports on system performance, security incidents, and system updates for management review.
Administer user accounts and access to systems, applications, and resources.
Manage permissions, login credentials, and user authentication processes to ensure secure and appropriate access.