USER SUPPORT ANALYST

Position Information

Job Series: User Support – Career-path
Classification: User Support Analyst
Class Code: IUS01P
Pay Grade: IST04
Salary Range: $54,924 - $89,613

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.
• Aid 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

• A high school diploma or equivalent; an 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.