USER Support Analyst

User Support Analyst

The 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.

Primary 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.

Knowledge and Skills

• 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.

Minimum Qualifications

• 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.
• Other job related education and/or experience may be substituted for all or part of these basic requirements, except for certification or licensure requirements, upon approval of the qualifications review committee.

The State of Arkansas is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, pregnancy, age, disability, citizenship, national origin, genetic information, military or veteran status, or any other status or characteristic protected by law.