USER SUPPORT ANALYST

User Support Analyst

Position plays a vital role in supporting employees, serving as the first point of contact for customers experiencing technical issues through the Tier 1 Help Desk. Responsibilities include receiving and triaging DHS tickets - addressing issues directly (often physically) when possible and reaching out to other teams for assistance, if necessary - or escalating them to the appropriate team for resolution. By ensuring timely and effective technical support, this role helps maintain operational efficiency. Without adequate assistance, employees may encounter delays in their tasks, potentially impacting the delivery of essential services to customers.

Preferred Qualifications: Knowledge of Service, Now ticketing system and the following tools: Active Directory, Azure Admin, Microsoft 365 Admin and MECM. Candidate must also have extensive computer troubleshooting skills and provide excellent customer service.

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.

Job Summary: 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.

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.