USER SUPPORT ANALYST

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

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Paid leave

Holidays

Retirement plan

Paid parking

Job summary

APERS is seeking a User Support Analyst to provide frontline technical help for hardware, software, and network issues. You will deliver excellent customer service, document cases, and assist users in adopting technology tools.

The role emphasizes problem-solving, collaboration with IT colleagues, and keeping knowledge of current IT practices. This is an on-site Arkansas posting with competitive benefits and a secure retirement program.

Qualifications

• High school diploma or equivalent; associate's degree in information technology preferred.
• 1 year of experience in a technical support role with hands-on troubleshooting and customer interaction.
• Experience with help desk software and providing good customer service.

Responsibilities

• Respond to user inquiries related to technical issues with hardware, software, and networks.
• Troubleshoot and resolve issues; escalate to higher levels when needed.
• Document and track issues using helpdesk software; ensure proper case resolution.
• Provide training and support to end users on basic software and hardware usage.
• Collaborate with IT staff to resolve recurring technical problems.

Skills

Windows OS

Office 365

Active Directory

Networking basics

Security protocols

Help desk software

Customer service

Documentation

Multi-tasking

Education

Associate's degree in information technology

High school diploma

Tools

ServiceNow

Zendesk

Job description

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Category: AR PUBLIC EMPLOYEES RETIREMENT

Anticipated Starting Salary: 54,924

Position Number: 22094641

County: Pulaski

Posting End Date: October 14, 2026

Anticipated Starting Salary: $54,924

Who We Are

At APERS, you will be part of a team that serves over 100,000 active members and retirees from across the state of Arkansas. As the state’s second-largest retirement system, we manage a trust fund of over $14 billion, and we distribute over $600 million dollars in benefits to our retirees and beneficiaries each year. On a daily basis, you will have an opportunity to make a positive impact, as you help us achieve our mission of providing a secure income in retirement to our members and their beneficiaries.

What We Value

APERS is seeking knowledgeable, enthusiastic, and service-minded individuals to build our team. Our employees serve our members with a positive attitude and strive to exceed our members’ expectations with their accuracy and willingness to go above and beyond. They collaborate with their coworkers and treat others respectfully as they work to meet the needs of our members. We hold our employees to high standards of quality, and we help them develop the knowledge and skill necessary to achieve excellence in their roles.

What We Offer

• Health insurance and supplemental dental, vision, and other plans
• Employer-paid life insurance
• Annual leave and sick leave
• 11 paid holidays and 8 hours Children's Educational Activity Leave (CEAL) annually
• Defined benefit retirement plan with 5 year-vesting
• Optional 457(b) deferred compensation retirement plan
• Paid parking
• Business casual dress including nice jeans

Position Information

Job Series: User Support – Career-path

Classification: User Support Analyst

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.

Veteran Preference: A copy of a DD-214 (long Form for veteran) or a letter from the Veteran's Administration (for the spouse of a veteran) must be submitted with your application to be considered for Veteran Preference. Please note that if you do not submit the proper documentation with your application, you will not receive the preference points.

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.