IT Help Desk Specialist: User Support

State of Arkansas; North Little Rock (AR); On-site; USD 45,000 - 74,000; Full time

Job summary

The State of Arkansas Department of Military seeks a User Support Specialist to provide first-line technical assistance for end users, covering hardware, software, and network issues. The role handles ticketing, device setup, and user guidance in a state government IT environment.

Responsibilities include troubleshooting desktops and printers, coordinating with vendors, and contributing to IT rollouts while maintaining security compliance and accurate documentation.

Qualifications

• Associate’s degree in computer science, mathematics, or a related field.
• 2+ years’ experience in computer help desk support.
• Security+, Network+ or A+ certification.
• Ability to obtain and maintain a favorable NACIC or NACLC investigation.
• State driver’s license to drive State or Federal vehicles.
• Working knowledge of imaging software, help desk software, remote desktop tools, and hardware removal tools.
• Ability to communicate effectively both orally and in writing.

Responsibilities

• Provide first-level technical support for users via phone, email, remote access tools, or in person.
• Troubleshoot desktops, laptops, printers, software, and network connectivity issues.
• Assist with setup, configuration, and maintenance of user devices and peripherals.
• Maintain accurate records of support tickets, resolutions, and inventory.
• Educate users on system features, best practices, and cybersecurity.
• Escalate complex issues to senior IT staff or specialized teams.
• Coordinate with vendors for hardware replacement and warranty claims.
• Participate in IT rollouts, migrations, and software deployments.
• Support account management activities including password resets and permissions.
• Assist with documentation such as support guides and user manuals.
• Maintain compliance with state technology policies and data security protocols.

Skills

Troubleshooting

Communication

Teamwork

Education

Associate's degree in CS or related field

Tools

Imaging software

Help desk software

Remote desktop software

Hardware removal tools

Job description

The State of Arkansas Department of Military seeks a User Support Specialist to provide first-line technical assistance for end users, covering hardware, software, and network issues. The role handles ticketing, device setup, and user guidance in a state government IT environment.

Responsibilities include troubleshooting desktops and printers, coordinating with vendors, and contributing to IT rollouts while maintaining security compliance and accurate documentation.