USER SUPPORT ANALYST
About The Position
The Department of Human Services is a place for people passionate about serving others and changing lives for the better. We care for Arkansans of all ages and ensure places like child care centers and nursing homes are safe. We are the safety net for the most vulnerable Arkansans. Whether you answer the phones, take applications, protect children, or help care for residents or patients at one of our facilities, you make a difference by working at DHS. Plus, working for the State has great perks, including a pension, maternity leave, paid state holidays, and much more. At DHS, we take care of our employees so you can help care for others.
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
- One year of experience in a technical support role, including hands-on troubleshooting and customer interaction.
Nice To Haves
- associate’s degree in information technology or related field preferred
Responsibilities
- 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.
Benefits
- pension
- maternity leave
- paid state holidays
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
