USER SUPPORT ANALYST

State of Arkansas; Little Rock (AR); On-site; USD 55,000 - 90,000; Full time

Benefits offered by this job

Pension

Maternity leave

Paid state holidays

Job summary

The State of Arkansas Department of Human Services is seeking a User Support Analyst to provide technical assistance for software, hardware, and network issues. This role emphasizes customer service and effective communication to ensure end users can operate technology efficiently.

Under supervision, the analyst will document issues, participate in system testing, and help implement hardware/software upgrades while staying current with best practices in user support.

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.
• Knowledge of security protocols related to data privacy, password policies, and state network access.

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.

Skills

Windows OS

Office 365

Active Directory

Networking basics

Customer service

Documentation

Multi-tasking

Education

Associate degree in IT

High school diploma or equivalent

Tools

ServiceNow

Zendesk

Job description

Position Number: 22098339 County: Pulaski Posting End Date: September 21, 2026 Assesses field issues in the ARSL to determine if additional case management is required or if the issue is detected necessitating further support resolution. Scrutinizes system designs to identify defects affecting functionality or to determine if system changes are necessary to ensure functional operability for DHS end users. Engage in discussions with department, state, and federal representatives to assess the effectiveness or challenges of policies and procedures and establishes methods for resolving them. Shall also perform additional assigned duties. Offer technical and eligibility assistance to the DHS division utilizing the Arkansas Integrated Eligibility Systems.

Position Number: 22098339 County: Pulaski Posting End Date: September 21, 2026 Assesses field issues in the ARSL to determine if additional case management is required or if the issue is detected necessitating further support resolution. Scrutinizes system designs to identify defects affecting functionality or to determine if system changes are necessary to ensure functional operability for DHS end users. Engage in discussions with department, state, and federal representatives to assess the effectiveness or challenges of policies and procedures and establishes methods for resolving them. Shall also perform additional assigned duties. Offer technical and eligibility assistance to the DHS division utilizing the Arkansas Integrated Eligibility Systems.

The Department of Human Services is a place for people passionate about serving others and changing lives for the better. We care for Arkansans of all ages and ensure places like child care centers and nursing homes are safe. We are the safety net for the most vulnerable Arkansans. Whether you answer the phones, take applications, protect children, or help care for residents or patients at one of our facilities, you make a difference by working at DHS. Plus, working for the State has great perks, including a pension, maternity leave, paid state holidays, and much more. At DHS, we take care of our employees so you can help care for others.

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.

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.