IT Helpdesk Analyst — User Support & Training

State of Arkansas; Indiana (PA); On-site; USD 55,000 - 90,000; Full time

Job summary

State of Arkansas, Department of Public Safety, seeks a User Support Analyst to provide technical assistance, troubleshoot hardware, software, and network issues, and ensure users can access technology efficiently.

Under the User Support Supervisor, you will document issues, train end users, and collaborate with IT staff to resolve recurring problems while staying current with new technologies.

Qualifications

• High school diploma or equivalent; associate degree in IT or related field preferred.
• 1 year of experience in a technical support role, including hands-on troubleshooting and customer interaction.

Responsibilities

• Respond to user inquiries related to hardware, software, and networks.
• Troubleshoot and resolve issues, escalating them to higher levels of support when necessary.
• Document and track issues using helpdesk software.
• 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.

Skills

Windows OS

Office 365

Active Directory

Networking basics

ServiceNow / Zendesk

Customer service

Troubleshooting

Documentation

Multitasking

Education

Associate degree in IT or related field

High school diploma or equivalent

Tools

ServiceNow

Zendesk

Job description

State of Arkansas, Department of Public Safety, seeks a User Support Analyst to provide technical assistance, troubleshoot hardware, software, and network issues, and ensure users can access technology efficiently.

Under the User Support Supervisor, you will document issues, train end users, and collaborate with IT staff to resolve recurring problems while staying current with new technologies.