State of Arkansas
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 and ensuring that users can access and utilize technology efficiently. Analysts work under the direction of the User Support Supervisor and contribute to resolving more complex support issues.
Position Details Position Number: 22150676
County: Pulaski
Posting End Date: 11/03/2025
Job Series: User Support – Career-path
Classification: User Support Analyst
Class Code: IUS01P
Pay Grade: IST04
Salary Range: $54,924 - $89,613 per year
Anticipated Starting Salary: $54,926.06
Primary Responsibilities
Respond to user inquiries related to technical issues with hardware, software, and networks.
Troubleshoot and resolve issues, escalating 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.
Preferred Qualifications
Proficiency in supporting Windows workstation environments, including system imaging, patching, and troubleshooting.
Experience with Linux server environments, including basic command‑line operations, file system management, and software updates.
Familiarity with VPN technologies, remote desktop tools (e.g., TeamViewer), and video conferencing platforms (e.g., Zoom, MS Teams).
Strong knowledge of Microsoft Office 365 applications, especially Outlook, Teams, Planner, and OneDrive.
Experience using helpdesk ticketing systems to document and resolve support cases.
Understanding of network fundamentals, including IP addressing, DNS, DHCP, and basic troubleshooting.
Contact Information Human Resources: 501‑682‑1517
Equal Opportunity Statement 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.
Application Applications are accepted online only:
www.arcareers.arkansas.gov
#J-18808-Ljbffr
Position Details Position Number: 22150676
County: Pulaski
Posting End Date: 11/03/2025
Job Series: User Support – Career-path
Classification: User Support Analyst
Class Code: IUS01P
Pay Grade: IST04
Salary Range: $54,924 - $89,613 per year
Anticipated Starting Salary: $54,926.06
Primary Responsibilities
Respond to user inquiries related to technical issues with hardware, software, and networks.
Troubleshoot and resolve issues, escalating 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.
Preferred Qualifications
Proficiency in supporting Windows workstation environments, including system imaging, patching, and troubleshooting.
Experience with Linux server environments, including basic command‑line operations, file system management, and software updates.
Familiarity with VPN technologies, remote desktop tools (e.g., TeamViewer), and video conferencing platforms (e.g., Zoom, MS Teams).
Strong knowledge of Microsoft Office 365 applications, especially Outlook, Teams, Planner, and OneDrive.
Experience using helpdesk ticketing systems to document and resolve support cases.
Understanding of network fundamentals, including IP addressing, DNS, DHCP, and basic troubleshooting.
Contact Information Human Resources: 501‑682‑1517
Equal Opportunity Statement 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.
Application Applications are accepted online only:
www.arcareers.arkansas.gov
#J-18808-Ljbffr