USER SUPPORT ANALYST

User Support AnalystDate: Sep 30, 2026 Req ID: 60186 Location: Little Rock, AR, US, 72201 Category: AR PUBLIC EMPLOYEES RETIREMENT Anticipated Starting Salary: $54,924Position Number: 22094641 County: Pulaski Posting End Date: October 14, 2026 Anticipated Starting Salary: $54,924Who 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 Career service recognition program Paid parking Business casual dress including nice jeansJob SummaryThe 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 ResponsibilitiesRespond 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 SkillsKnowledge 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 QualificationsHigh 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.