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 delivering excellent 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.

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.
• Skill in diagnosing and resolving technical problems efficiently and accurately.
• Skill in providing excellent customer service and technical support to non-technical users.
• Skill in managing multiple support requests and prioritizing work in a high-demand environment.
• Skill in writing clear and concise documentation for technical and non-technical audiences.
• Skill in working collaboratively with IT teams, vendors, and internal users.
• Other job-related education and/or experience may substitute 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.

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 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 best practices in user support.

What This Job Offers

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