USER SUPPORT ANALYST

Date: Jul 1, 2025

Req ID: 50203

Location:

Little Rock, AR, US, 72209

Category: DEPT OF PUBLIC SAFETY

Anticipated Starting Salary: 54924

Position Number: 22088914
County: Pulaski
Posting End Date: 07/08/2025
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.

Preferred Qualifications:

Excellent interpersonal skills. Experience/Knowledge of basic computer troubleshooting skills. Ability to prioritize and multitask. Postive and professional demeanor.

Accurately and concisely document all customer inquiries and interactions along with their resolutions via a ticketing system. Diagnoses the source of malfunctions, recommends corrective actions, and/or escalates issues to the appropriate IT teams for resolution. Manage inbound calls and email inquiries in a timely manner. Also responsible for working with ACIC and monitoring and supporting their system and users in the field. Trains other employees in system operation and maintain system documentation. Perform other duties as assigned.

This position is for a call center team that provides 24/7 support with various shifts. The Help Desk personnel are considered essential workers and can be required to work nights, weekends, holidays, and during inclement weather.

This positions normal hours are 10am – 6pm Monday – Friday. Hours subject to change. Candidate should be open to work any shift and available for holidays and weekends.

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.