User Support Specialist - IT Helpdesk & Training

State of Arkansas; Little Rock (AR); On-site; USD 55,000 - 90,000; Full time

Job summary

The Arkansas Department of Education is seeking a User Support Analyst to deliver technical assistance, troubleshoot hardware, software, and network issues, and ensure users can access technology effectively.

Under supervision, you will document problems in the helpdesk system, train end users, and collaborate with IT staff to resolve recurring issues, maintaining a secure and efficient environment.

Qualifications

• High school diploma or equivalent; associate’s degree in IT preferred.
• One year of experience in a technical support role and customer interaction.
• Hands-on troubleshooting and customer interaction experience.

Responsibilities

• Respond to user inquiries related to hardware, software, and networks.
• Troubleshoot and resolve issues, escalate as needed.
• Document and track issues using helpdesk software.
• Provide training to end users on basic software and hardware usage.
• Collaborate with IT staff to fix recurring problems.
• Assist in system testing and installation of new hardware/software.
• Stay updated on new technology and best practices in user support.

Skills

Windows OS

Office 365

Active Directory

Networking basics

State software systems

Security protocols

Help desk systems

Education

Associate’s degree in IT or related field

High school diploma or equivalent

Tools

ServiceNow

Zendesk

Job description

The Arkansas Department of Education is seeking a User Support Analyst to deliver technical assistance, troubleshoot hardware, software, and network issues, and ensure users can access technology effectively.

Under supervision, you will document problems in the helpdesk system, train end users, and collaborate with IT staff to resolve recurring issues, maintaining a secure and efficient environment.