• User Support Analyst

    State of Arkansas (Little Rock, AR)


    USER SUPPORT ANALYST

    Date: Jul 17, 2025

     

    Req ID: 51271

    Location:

    Little Rock, AR, US, 72209

     

    Category: DEPT OF PUBLIC SAFETY

     

    Anticipated Starting Salary: 54924

     

    Position Number: 22088897

     

    County: Pulaski

     

    Posting End Date: 07/25/2025

     

    Anticipated Starting Salary: 54924

     

    The Department of Public Safety’s mission is to enhance the safety and security of all Arkansans through ethical, character-driven behavior that promotes professionalism, clear communication, and accountability while serving as the state’s premier public safety agency.

     

    This position is Safety Sensitive and is subject to pre-employment, random, and for-cause drug screenings.

     

    If you are requesting veteran’s preference, please include your DD214.

     

    This position will be assigned to Arkansas State Police for IT technical support

    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

     

    Strong technical troubleshooting skills with knowledge of common operating systems and applications. Basic understanding of networking, hardware, and software configurations. Effective communication skills for user interactions, including technical explanations. Ability to work independently and as part of a team. Strong attention to detail and commitment to providing high-quality customer service.Licensure/Certifications: N/A

    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

     

    N/A 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.

     

    Nearest Major Market:Little Rock