Position Number: 22088885
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.
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The User Support Analyst plays an integral role within DPS IT. This role will be responsible for the design, implementation, and management of the DPS server environment ensuring stable, and secure, operation of IT infrastructure and data centers.
- The ability to take initiative and be self-motivated
- Written and verbal communication skills
- The ability to collaborate within a team
- Strong attention to detail
- Advanced knowledge of Microsoft Windows Server software.
- Experience with VMWare virtualization.
- Advanced knowledge of Windows domain and Active Directory.
- Exceptional knowledge of service and application delivery, as well as successful service level agreement accomplishments.
- Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations.
- Ability to manage multiple tasks with exacting deadlines in a fast-paced environment.
- Ability to demonstrate excellent and effective customer service skills.
- Establish and maintain effective relationships with vendors.
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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.
