IT Support Specialist: Frontline Help Desk Pro

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

Job summary

State of Arkansas Department of Military seeks a User Support Specialist to deliver first‑level IT assistance for agency personnel. You will troubleshoot desktops, laptops, printers, software, and network issues, using remote access tools and in‑person support.

Responsibilities include documenting tickets, configuring devices, guiding users on security best practices, and coordinating with vendors for hardware replacement.

Qualifications

• The formal education equivalent of an associate’s degree in computer science, mathematics, or a related field.
• 2+ years’ experience in computer help desk support.
• Security+, Network+ or A+ certification.
• Must be able to obtain and maintain a favorable NACIC or NACLC investigation.
• Must have state driver’s license to be able to drive State or Federal vehicles.
• Demonstrate a working knowledge of imaging software, help desk software, remote desktop control software, and computer hardware removal tools.
• Demonstrate the ability to develop and maintain good professional relationships with network users and vendors to provide the best possible solutions to the customer’s needs.
• Accountability of equipment and tools is required.
• Demonstrate an ability to communicate orally and in writing and aid in resolving technical issues.

Responsibilities

• Provide first-level technical support for users via phone, email, remote access tools, or in-person.
• Troubleshoot and resolve issues related to desktops, laptops, printers, software, and network connectivity.
• Assist with setup, configuration, and maintenance of user devices and peripheral equipment.
• Maintain accurate records of support tickets, resolutions, and hardware/software inventory.
• Educate and guide end-users on system features, best practices, and cybersecurity awareness.
• Escalate unresolved or complex issues to senior IT staff or specialized technical teams.
• Coordinate with vendors and IT procurement for hardware replacement and warranty claims.
• Participate in agency-wide IT rollouts, migrations, and software deployment initiatives.
• Support account management activities including password resets and permission configurations.
• Assist with documentation development including support guides and user manuals.
• Maintain compliance with state technology policies and data security protocols.

Skills

Technical troubleshooting

Networking basics

Hardware/software configuration

Communication skills

Independence

Teamwork

Cybersecurity awareness

Education

Associate's degree in computer science, mathematics, or related field

Tools

Imaging software

Help desk software

Remote desktop control software

Hardware removal tools

Job description

State of Arkansas Department of Military seeks a User Support Specialist to deliver first‑level IT assistance for agency personnel. You will troubleshoot desktops, laptops, printers, software, and network issues, using remote access tools and in‑person support.

Responsibilities include documenting tickets, configuring devices, guiding users on security best practices, and coordinating with vendors for hardware replacement.