USER SUPPORT SPECIALIST

State of Arkansas; Hill Township (AR); On-site; USD 45,000 - 74,000; Full time

Job summary

The State of Arkansas Department of Military is seeking a User Support Specialist to provide first-level technical assistance to agency personnel. You will troubleshoot hardware, software, and network issues, and document resolutions in a ticketing system.

The role requires an associate degree equivalent, 2+ years in help desk support, and relevant certifications. Must obtain state investigation clearance and hold a valid driver's license for vehicle operations.

Qualifications

• Associate degree or equivalent in computer science, mathematics, or related field.
• 2+ years’ experience in computer help desk support.
• Security+, Network+ or A+ certification.
• Must obtain favorable NACIC or NACLC investigation.
• Must have state driver’s license to operate vehicle.
• Knowledge of imaging, help desk, remote access tools and hardware removal.

Responsibilities

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

Skills

Help desk experience

Technical troubleshooting

Customer service

Education

Associate degree equivalent in CS/Math or related field

Tools

Imaging software

Help desk software

Remote desktop

Hardware removal tools

Job description

Position Number: 22173099

County: Pulaski

Anticipated Starting Salary: $45,392.05

The mission of the Department of Military is to provide a professional staff of Arkansas State Employees who help maintain and improve the readiness of Arkansas National Guard units through effective fiscal management of State Resources, Human Resource Management, and quality administration of Arkansas National Guard Programs.

Additional job duties and/or day-in-the-life details:

Respond to user requests for support regarding hardware, software, and network-related issues. Provide troubleshooting and issue resolution for common user problems, escalating more complex issues as necessary. Document user issues, resolutions, and follow-up actions in a ticketing system. Ensure all support tickets are updated with accurate information and closed promptly. Assist with the installation and configuration of computer systems, software applications, and network connections.

Preferred qualifications, specific skills and/or professional background details:

• 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.

Position Information

Job Series: User Support – Career-path

Classification: User Support Specialist

Pay Grade: IST02

Salary Range: $45,392 - $74,060

Job Summary

The User Support Specialist provides technical support and assistance to agency personnel in the use, configuration, and troubleshooting of computer hardware, software applications, operating systems, and mobile technologies. This role serves as the first point of contact for end-user issues and plays a critical role in maintaining the smooth operation of IT systems within a state agency environment.

Primary 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.

Knowledge and Skills

Strong technical troubleshooting skills with knowledge of common operating systems and applications.

Basic understanding of networking, hardware, and software configurations.

Effective communication skills for user interactions, including technical explanations.

Ability to work independently and as part of a team.

Strong attention to detail and commitment to providing high-quality customer service.

Minimum Qualifications

At least one year of experience in a technical support role.

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.