User Support Analyst: Tech Troubleshooter & Trainer

State of Arkansas

Lowell, Northern (AR, KY)

Hybrid

USD 55,000 - 90,000

Full time

28 hours ago

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Job summary

The State of Arkansas is seeking a User Support Analyst to provide technical assistance to users, identify, troubleshoot, and resolve software, hardware, and network issues. This role emphasizes delivering excellent customer service and ensuring users can access technology efficiently.

Under supervision, you will document issues in helpdesk systems, train end users on basic software and hardware usage, and collaborate with IT staff to resolve recurring problems and participate in system testing

Qualifications

High school diploma or equivalent; associate’s degree in information technology or related field preferred.
One year of experience in a technical support role, including hands-on troubleshooting and customer interaction.

Responsibilities

Respond to user inquiries related to technical issues with hardware, software, and networks.
Troubleshoot and resolve issues, escalating them to higher levels of support when necessary.
Document and track issues using helpdesk software, ensuring proper case resolution and user feedback.
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.