USER SUPPORT ANALYST

State of Arkansas•Little Rock, AR

About The Position

Serves as the AIRS Security Analyst for the AIRS Tax and AIRS DSMV systems. Responsibilities include provisioning, modifying, and terminating user access; maintaining and reviewing security roles and permissions; monitoring access for compliance; supporting system configuration updates; and ensuring all security changes follow AIRS change management and SDLC procedures. This role ensures compliance with state and federal requirements for systems containing PII and FTI. The mission of the Department of Finance and Administration is to provide Arkansas citizens convenient, effective, and courteous service which will encourage voluntary compliance with tax, license, and child support laws.Position InformationJob Series: User Support – Career-pathClassification: User Support AnalystClass Code: IUS01PPay Grade: IST04Salary Range: $54,924 - $89,613Job SummaryThe User Support Analyst 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.

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.

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.

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