User Support Analyst

AR Department of Health; Little Rock (AR); On-site; USD 36,000 - 62,000; Full time

Job summary

AR Department of Health seeks a User Support Analyst to provide technical assistance to staff by diagnosing and resolving software, hardware, and network problems. You will deliver strong customer service and ensure users can access current technology.

Under supervision, you will troubleshoot via Windows OS, Office 365, and Active Directory, document steps, and escalate complex issues while maintaining a professional, user-friendly approach.

Qualifications

• Knowledge of Windows OS, Office 365, and Active Directory.
• Knowledge of basic networking principles (IP addresses, DNS, VPN, Wi-Fi troubleshooting)
• 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
• Skilled in diagnosing and resolving technical problems efficiently and accurately
• Skilled in providing excellent customer service to non-technical users

Responsibilities

• Provide technical assistance to users by identifying, troubleshooting, and resolving software, hardware, and network issues.
• Deliver excellent customer service and ensure users can access and utilize technology efficiently.
• Document issues and resolutions and escalate complex problems as needed.
• Collaborate with the User Support Supervisor/Expert to improve support processes.

Skills

Windows OS

Office 365

Active Directory

Networking basics

Customer service

Troubleshooting

Education

High school diploma or equivalent

Associate's degree in IT or related field preferred

Tools

VPN

DNS

Wi-Fi troubleshooting

Job description

The User Support Analyst provides technical assistance to Arkansas Department of Health users by identifying, troubleshooting, and resolving software, hardware, and network issues. This role focuses on delivering excellent customer service and ensuring users can access and utilize technology efficiently, working under the direction of the User Support Supervisor/Expert.

Key qualifications:

• Knowledge of Microsoft Windows OS, Office 365 suite, and Active Directory
• Knowledge of basic networking principles (IP addresses, DNS, VPN, Wi-Fi troubleshooting)
• 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
• Skilled in diagnosing and resolving technical problems efficiently and accurately
• Skilled in providing excellent customer service to non-technical users