User Support Analyst

join to apply for the user support analyst role at state of arkansas
.

office of information services – position specific

position number:

county: pulaski

posting end date: 1/15/2026

anticipated starting salary: $54,924

job series: user support – career-path

classification: user support analyst

class code: ius
01p

pay grade: ist
04

salary range: $54,924 - $89,613

the user support analyst provides technical assistance to users by identifying, troubleshooting, and resolving software, hardware, and network issues. This role focuses on delivering excellent customer service and ensuring users can efficiently access and utilize technology. Analysts work under the direction of the user support supervisor/expert and contribute to resolving more complex support issues.

• 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 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.

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.

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.

only completed applications with work history will be accepted.

applications must include complete work history and references. A resume may accompany the state application but will not be substituted for any part of the application. False, misleading, or incomplete statements may result in disciplinary action and possible termination.

a copy of a dd‑214 must be submitted to the hiring official at the time of interview to be considered for veteran preference.

this employer participates in e‑verify and will provide the federal government with your form i‑9 information to confirm that you are authorized to work in the u.s. If e‑verify cannot confirm that you are authorized to work, this employer is required to give you written instructions and an opportunity to contact department of homeland security (dhs) or social security administration (ssa) so you can begin to resolve the issue before the employer can take any action against you, including terminating your employment.

Employers can only use e‑verify once you have accepted a job offer and completed the form i‑9. For more information on e‑verify, or if you believe that your employer has violated its e‑verify responsibilities, please contact dhs at (888) 897‑7781 or dhs.gov/e‑verify.