Arkansas Jobs
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 include responding to user inquiries related to technical issues with hardware, software, and networks, troubleshooting and resolving issues, escalating them to higher levels of support when necessary, documenting and tracking issues using helpdesk software, ensuring proper case resolution and user feedback, providing training and support to end users on basic software and hardware usage, collaborating with other IT staff to identify and resolve recurring technical problems, assisting in system testing and the installation of new hardware/software, and staying up to date on new technology and best practices in user support. Knowledge and skills required include strong technical troubleshooting skills with knowledge of common operating systems and applications, basic understanding of networking, hardware, and software configurations, effective communication skills for user interactions, including technical explanations, ability to work independently and as part of a team, strong attention to detail, and commitment to providing high-quality customer service. Licensure/Certifications: N/A Minimum qualifications include a 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. 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.
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 include responding to user inquiries related to technical issues with hardware, software, and networks, troubleshooting and resolving issues, escalating them to higher levels of support when necessary, documenting and tracking issues using helpdesk software, ensuring proper case resolution and user feedback, providing training and support to end users on basic software and hardware usage, collaborating with other IT staff to identify and resolve recurring technical problems, assisting in system testing and the installation of new hardware/software, and staying up to date on new technology and best practices in user support. Knowledge and skills required include strong technical troubleshooting skills with knowledge of common operating systems and applications, basic understanding of networking, hardware, and software configurations, effective communication skills for user interactions, including technical explanations, ability to work independently and as part of a team, strong attention to detail, and commitment to providing high-quality customer service. Licensure/Certifications: N/A Minimum qualifications include a 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. 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.