User Support Analyst

Civicworks; Little Rock (AR); On-site; USD 42,000 - 54,000; Full time

Job summary

Civicworks is seeking a User Support Analyst to deliver technical assistance to users within the Arkansas Department of Finance and Administration. The role emphasizes resolving software, hardware, and network issues and maintaining strong customer service.

You will document issues in the helpdesk system and collaborate with IT staff to tackle recurring challenges. Ideal candidates have a year of hands-on tech support experience, knowledge of Windows OS, Office 365, and Active Directory, plus

Qualifications

• High school diploma or equivalent; associate degree in IT or related field preferred
• One year of experience in technical support role with hands-on troubleshooting and customer interaction
• Knowledge of Microsoft Windows OS, Office 365, and Active Directory
• Knowledge of basic networking principles (IP addresses, DNS, VPN, Wi‑Fi troubleshooting)
• Skilled in diagnosing and resolving technical problems efficiently and providing excellent customer service

Responsibilities

• Provide technical assistance to users and resolve software, hardware, and network issues.
• Document issues and resolutions using helpdesk software.
• Collaborate with IT staff to resolve recurring problems and escalate when needed.
• Operate under supervision and handle more complex issues as assigned.

Skills

Technical support

Customer service

Troubleshooting

Helpdesk

Education

High school diploma or equivalent

Associate's degree in IT or related field

Tools

Windows OS

Office 365

Active Directory

DNS/VPN troubleshooting

Job description

The User Support Analyst provides technical assistance to users in the Arkansas Department of Finance and Administration, identifying and resolving software, hardware, and network issues. The role focuses on delivering excellent customer service, documenting issues through helpdesk software, and collaborating with IT staff to resolve recurring technical problems. Analysts work under a supervisor and may handle more complex support issues.

Key qualifications:

• High school diploma or equivalent; associate's degree in IT or related field preferred


• One year of experience in technical support role with hands-on troubleshooting and customer interaction


• Knowledge of Microsoft Windows OS, Office 365, and Active Directory


• Knowledge of basic networking principles (IP addresses, DNS, VPN, Wi‑Fi troubleshooting)


• Skilled in diagnosing and resolving technical problems efficiently and providing excellent customer service