What are the responsibilities and job description for the USER SUPPORT ANALYST position at State of Arkansas - OFFICE OF STATE TECHNOLOGY?
Provide technical support for Windows desktops, laptops, and related peripherals.
Install, configure, and maintain desktop hardware, operating systems, and standard software.
Manage user accounts, permissions, and workstation policies through Active Directory and Group Policy.
Troubleshoot and resolve issues related to application performance, connectivity, authentication, printing, and system errors.
Deploy, patch, and maintain software using endpoint management tools (Intune, Configuration Manager, or similar).
Monitor device health, security compliance, and patch status across the environment.
Support Office 365 applications, email, OneDrive, Teams, SharePoint, and collaboration tools.
Provision, manage, and deprovision user accounts, objects, groups, and licenses within Entra ID's identity and access management systems.
Implement and maintain security measures, including MFA, conditional access, and self service password
Support of Microsoft 365 apps by managing licenses, user permissions, and troubleshooting access issues.
Configuration and troubleshooting single sign-on and management of application access for enterprise applications.
Auditing of security logs, monitoring user risks, and reviewing tenant access.
Management of assigned support efforts, and service engagements within ServiceNow.
Must haves:
Advanced working knowledge of Microsoft 365 Admin Center, Active Directory, and Azure Active Directory
Advanced knowledge with management of Microsoft Entra Admin Center, and Azure Admin Portal
Strong understanding of GPO, OU, DNS, AAD Connect, Intune
High level Office 365 applications use and troubleshooting knowledge
Bonus:
Microsoft Windows error reporting tools and troubleshooting knowledge
Experience with computer networking and device enrollment into enterprise environments
Use of ServiceNow Service Management system
Office 365 product proficiency level
Windows 11 Enterprise environment experience level
Active Directory knowledge proficiency level
Position Information
Job Series: User Support – Career-path
Classification: User Support Analyst
Class Code: IUS01P
Pay Grade: IST04
Salary Range: $54,924 - $89,613
Job Summary
The User Support Analyst provides technical assistance to users by identifying, troubleshooting, and resolving software, hardware, and network issues. This role is focused on delivering excellent customer service, ensuring that users can access and utilize technology efficiently. Analysts work under the direction of the User Support Supervisor/Expert and contribute to resolving more complex support issues.
Primary 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.
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.
Salary : $54,924 - $89,613