USER SUPPORT ANALYST
About The Position
The User Support Analyst provides technical assistance by identifying, troubleshooting, and resolving software, hardware, and network issues. The role focuses on customer service and helping users access and use technology efficiently. Analysts work under the direction of the User Support Supervisor/Expert and contribute to resolving more complex support issues. The position is with the Arkansas Department of Health, Administration – Information Technology Services, in Little Rock, Arkansas. It is classified as safety sensitive. Some in-state travel may be required, and a valid driver’s license is required.
Requirements
- High school diploma or equivalent.
- One year of experience in a technical support role, including hands-on troubleshooting and customer interaction.
- A valid driver’s license.
- Knowledge of Microsoft Windows desktop operating systems, Office 365, and Active Directory.
- Knowledge of basic networking principles, including IP addresses, DNS, VPN, and 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.
- Ability to diagnose and resolve technical problems efficiently and accurately.
- Ability to provide excellent customer service and technical support to non-technical users.
- Ability to manage and prioritize multiple support requests in a high-demand environment.
- Ability to write clear and concise documentation for technical and non-technical audiences.
- Ability to work collaboratively with IT teams, vendors, and internal users.
- Other job-related education and/or experience may be substituted for all or part of the basic requirements, except certification or licensure requirements, upon approval of the Qualifications Review Committee.
Nice To Haves
- Associate’s degree in information technology or a related field.
- Experience with Windows operating systems.
- Experience with Microsoft Office 365, Word, PowerPoint, Excel, and Outlook.
- Experience with SQL.
Responsibilities
- Respond to user inquiries about hardware, software, and network technical issues.
- Troubleshoot and resolve issues, escalating them to higher levels of support when necessary.
- Document and track issues using helpdesk software, ensuring proper case resolution and user feedback.
- Provide training and support to end users on basic software and hardware use.
- Collaborate with other IT staff to identify and resolve recurring technical problems.
- Assist with system testing and installation of new hardware and software.
- Stay up to date on new technology and user-support best practices.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
