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USER SUPPORT ANALYST
Arkansas Department of Human Services
Little Rock, USA
Junior · 1+ years experience
Onsite
Discovered Today
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Key Skills for This Role
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Full Job Posting
Knowledge and Skills
- Knowledge of Microsoft Windows OS (desktop versions), Office 365 suite, and Active Directory. Knowledge of basic networking principles (IP addresses, DNS, VPN, Wi-Fi troubleshooting). Knowledge of state-issued software systems and standard IT tools used in Arkansas government agencies Knowledge of security protocols related to data privacy, password policies, and state network access. Knowledge of help Desk ticketing systems such as ServiceNow, Zendesk, or similar. Skilled in diagnosing and resolving technical problems efficiently and accurately. Skilled in providing excellent customer service and technical support to non-technical users. Skilled in managing multiple support requests and prioritizing work in a high-demand environment. Skilled in writing clear and concise documentation for technical and non-technical audiences. Skilled in working collaboratively with IT teams, vendors, and internal users.
Minimum 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. Licensure/Certifications OTHER JOB RELATED EDUCATION AND/OR EXPERIENCE MAY BE SUBSTITUTED FOR ALL OR PART OF THESE BASIC REQUIREMENTS, EXCEPT FOR CERTIFICATION OR LICENSURE REQUIREMENTS, UPON APPROVAL OF THE QUALIFICATIONS REVIEW COMMITTEE. The State of Arkansas is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, pregnancy, age, disability, citizenship, national origin, genetic information, military or veteran status, or any other status or characteristic protected by law.
- Knowledge of Microsoft Windows OS (desktop versions), Office 365 suite, and Active Directory. Knowledge of basic networking principles (IP addresses, DNS, VPN, Wi-Fi troubleshooting). Knowledge of state-issued software systems and standard IT tools used in Arkansas government agencies Knowledge of security protocols related to data privacy, password policies, and state network access. Knowledge of help Desk ticketing systems such as ServiceNow, Zendesk, or similar. Skilled in diagnosing and resolving technical problems efficiently and accurately. Skilled in providing excellent customer service and technical support to non-technical users. Skilled in managing multiple support requests and prioritizing work in a high-demand environment. Skilled in writing clear and concise documentation for technical and non-technical audiences. Skilled in working collaboratively with IT teams, vendors, and internal users.
Preferred 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. Licensure/Certifications OTHER JOB RELATED EDUCATION AND/OR EXPERIENCE MAY BE SUBSTITUTED FOR ALL OR PART OF THESE BASIC REQUIREMENTS, EXCEPT FOR CERTIFICATION OR LICENSURE REQUIREMENTS, UPON APPROVAL OF THE QUALIFICATIONS REVIEW COMMITTEE. The State of Arkansas is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, pregnancy, age, disability, citizenship, national origin, genetic information, military or veteran status, or any other status or characteristic protected by law.
About Arkansas Department of Human Services
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