USER SUPPORT ANALYST

State of Arkansas•Little Rock, AR

5d•Onsite

About The Position

The User Support Analyst position provides technical assistance to users by identifying, troubleshooting, and resolving software, hardware, and network issues. This role is focused on delivering excellent customer service, ensuring that users can access and utilize technology efficiently. Analysts work under the direction of the User Support Supervisor/Expert and contribute to resolving more complex support issues. This position requires on-site employment with no remote or hybrid options available.

Requirements

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.
High school diploma or equivalent; associate’s degree in information technology or related field preferred.
One year of experience in a technical support role, including hands-on troubleshooting and customer interaction.

Nice To Haves

Proficient in drafting, reviewing, and maintaining documents and reports.
Skilled in tracking timelines, renewal dates, and project milestones.
Excellent customer service and communication skills.
Ability to multitask and work effectively in a fast-paced environment.
Strong analytical skills and comfort working with data or tracking systems.
Proficiency in Microsoft Excel, Word, and Outlook.
Experience using workflow and collaboration tools such as Microsoft Teams and One Drive.

Responsibilities

Assist in drafting, reviewing, and maintaining data-share documents and agreements.
Help manage IT planning activities and related documentation.
Assist with expense reports and basic administrative finance tasks.
Manage and update SharePoint sites, document libraries, and user permissions.
Maintain organized records of all agreements and support documentation.
Serve as the primary coordinator for IT work requests across the agency.
Serve as a SharePoint site administration support resource.
Other duties as assigned.
Respond to user inquiries related to technical issues with hardware, software, and networks.
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 usage.
Collaborate with other IT staff to identify and resolve recurring technical problems.
Assist in system testing and the installation of new hardware/software.
Stay up to date on new technology and best practices in user support.