USER SUPPORT ANALYST
Little Rock, AR, US, 72201
Position Number: 22150676
County: Pulaski
Posting End Date: 11/03/2025
Anticipated Starting Salary: $54,926.06
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.
Contact Information: Human Resources
Phone: 501-682-1517
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.
Since 1937, the Arkansas Teacher Retirement System has been fulfilling its mission of providing retirement security for Arkansas's past, present, and future public education professionals. The vision of ATRS is to be a model retirement system that sustains the trust of its members and the people of Arkansas through prudent financial stewardship and exceptional customer service.
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.
SALARY: Starting salary is $54,926.06. A higher starting salary would apply only if a promotional opportunity for a current state employee. Only completed applications will be accepted. Applications must include complete work history and references. List ALL work and/or volunteer experience in the "Employment Work History" section. "See attached resume" is not an acceptable entry for any section. A resume may accompany the state application but will not be substituted for any part of the application. Incomplete applications will not be processed.
Employment in this position is subject to a background check and six (6) month initial period for employment review. If a college degree is required for the position for which you are applying, bring a copy of your transcript with you if you are selected for an interview.
Veteran Preference: A copy of a DD-214 must be submitted to the Hiring Official at the time of interview to be considered for Veteran Preference.
Method of pay is direct deposit. Checking or savings account is required if hired.
7% Mandatory contribution to AR Teacher Retirement System is required if hired.
Employees hired or rehired in 2014 or later will be automatically enrolled into the Arkansas Diamond Deferred Compensation 457 Plan with a 3% automatic deduction. If you do not wish to participate, you have 90 days from your first deduction to opt out.
This position offers a full benefit package including paid holidays, annual and sick leave, health insurance and retirement pension.
ATRS is an equal opportunity employer.
Applicants must meet or exceed these qualifications
Applications accepted online ONLY: www.arcareers.arkansas.gov
Nearest Major Market: Little Rock
