IT Support Analyst – Windows & Office 365

Arkansas.gov; Little Rock (AR); On-site; USD 55,000 - 90,000; Full time

Job summary

The Arkansas Department of Health is seeking a User Support Analyst to provide technical assistance for users, troubleshoot hardware, software, and network issues, and deliver excellent customer service in a government environment.

Under supervision, you will document cases, train end users on basic software/hardware, and collaborate with IT staff to resolve recurring problems, while staying up-to-date with new technology and security practices. This is a safety-sensitive position.

Qualifications

• Knowledge of Microsoft Windows OS (desktop) and Office 365 suite.
• Knowledge of Active Directory and basic networking principles (IP/DNS/VPN).
• Familiarity with security protocols, data privacy, and state network access.
• Experience with help desk ticketing systems (ServiceNow, Zendesk).
• Ability to document issues clearly and train end users.

Responsibilities

• Respond to user inquiries related to hardware, software, and networks.
• Troubleshoot and resolve issues; escalate when needed.
• Document and track issues using helpdesk software; ensure proper resolution.
• Provide training and support to end users on basic software/hardware usage.
• Collaborate with IT staff to identify and resolve recurring problems.
• Assist in system testing and 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

Security protocols

Help desk systems

Documentation

Education

Associate degree in information technology

High school diploma or equivalent

Tools

ServiceNow

Zendesk

Job description

The Arkansas Department of Health is seeking a User Support Analyst to provide technical assistance for users, troubleshoot hardware, software, and network issues, and deliver excellent customer service in a government environment.

Under supervision, you will document cases, train end users on basic software/hardware, and collaborate with IT staff to resolve recurring problems, while staying up-to-date with new technology and security practices. This is a safety-sensitive position.