User Support Analyst: Troubleshooter & Customer Champion

State of Arkansas

Little Rock (AR)

Remote

USD 55,000 - 90,000

Full time

34 hours ago

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Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Paid leave

Holidays

Retirement plan

Paid parking

Job summary

APERS is seeking a User Support Analyst to provide frontline technical help for hardware, software, and network issues. You will deliver excellent customer service, document cases, and assist users in adopting technology tools.

The role emphasizes problem-solving, collaboration with IT colleagues, and keeping knowledge of current IT practices. This is an on-site Arkansas posting with competitive benefits and a secure retirement program.

Qualifications

High school diploma or equivalent; associate's degree in information technology preferred.
1 year of experience in a technical support role with hands-on troubleshooting and customer interaction.
Experience with help desk software and providing good customer service.

Responsibilities

Respond to user inquiries related to technical issues with hardware, software, and networks.
Troubleshoot and resolve issues; escalate to higher levels when needed.
Document and track issues using helpdesk software; ensure proper case resolution.
Provide training and support to end users on basic software and hardware usage.
Collaborate with IT staff to resolve recurring technical problems.