User Support Analyst

Civicworks; Lowell (AR); On-site; USD 42,000 - 55,000; Full time

Job summary

Civicworks is seeking a User Support Analyst to provide technical assistance across software, hardware, and network issues for the Department of Public Safety. You will manage helpdesk tickets and deliver exemplary customer service while escalating complex problems to the supervisor when needed.

The role emphasizes efficient troubleshooting and clear communication with non-technical users, ensuring timely resolutions and user satisfaction in a public safety context.

Qualifications

• Knowledge of Microsoft Windows OS, Office 365, and Active Directory.
• Knowledge of basic networking principles including IP addresses, DNS, VPN, and Wi-Fi troubleshooting
• Skilled in diagnosing and resolving technical problems efficiently and accurately
• Skilled in providing excellent customer service to non-technical users
• One year of experience in a technical support role with hands-on troubleshooting and customer interaction

Responsibilities

• Provide technical assistance to users by identifying, troubleshooting, and resolving software, hardware, and network issues.
• Deliver excellent customer service and manage helpdesk tickets.
• Escalate complex issues to the User Support Supervisor as needed.

Skills

Customer service

Technical troubleshooting

Help desk experience

Problem diagnosis

Ticket management

Non-technical user support

Tools

Windows OS

Office 365

Active Directory

Networking basics (IP, DNS, VPN, Wi-Fi)

Job description

The User Support Analyst provides technical assistance to users by identifying, troubleshooting, and resolving software, hardware, and network issues within the Department of Public Safety. The role focuses on delivering excellent customer service, managing helpdesk tickets, and escalating complex issues while working under the direction of the User Support Supervisor.

Key qualifications:

• Knowledge of Microsoft Windows OS, Office 365, and Active Directory
• Knowledge of basic networking principles including IP addresses, DNS, VPN, and Wi-Fi troubleshooting
• Skilled in diagnosing and resolving technical problems efficiently and accurately
• Skilled in providing excellent customer service to non-technical users
• One year of experience in a technical support role with hands-on troubleshooting and customer interaction