USER SUPPORT ANALYST

State of Arkansas • Little Rock, AR

2d • $54,924 - $89,613

About The Position

The User Support Analyst provides technical assistance to users 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 in the Administration – Information Technology Services area of the Arkansas Department of Health and is classified as safety sensitive.

Requirements

• High school diploma or equivalent.
• One year of experience in a technical support role, including hands-on troubleshooting and customer interaction.
• 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 multiple support requests and prioritize work 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.

Nice To Haves

• Associate’s degree in information technology or a related field.
• CompTIA Security+ certification.
• ISC2 Certified in Cybersecurity (CC).
• CompTIA CySA+ certification.
• GIAC Security Essentials (GSEC) or CompTIA Network+ certification.

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 end users with training and support on basic software and hardware usage.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED