USER SUPPORT SPECIALIST

Arkansas Department of Energy & Environment; Little Rock (AR); On-site; USD 45,000 - 74,000; Full time

Job summary

Arkansas Department of Human Services is seeking an ARIES System Support Specialist to provide first-line technical support for ARIES users and maintain system documentation. The role supports end-user IT issues, devices, and software while ensuring adherence to security protocols.

The incumbent will monitor tickets, assist with deployments, and coordinate with vendors. Experience with ARIES eligibility and customer service is preferred, with a starting salary in the $45k–$74k range for Little

Qualifications

• At least one year of experience in a technical support role.
• Two years of experience determining eligibility for SNAP, TEA and Healthcare using ARIES is preferred.

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

ARIES eligibility experience

Technical support

Customer service

Tools

Remote access tools

Ticketing system

Job description

ARIES System Support Specialist

The ARIES System Support Specialist is responsible for a wide range of activities related to supporting the Arkansas Integrated Eligibility Systems (ARIES) such as conducting analysis to determine if the system is functioning according to design. Monitoring support Log tickets and workload dashboards. Providing technical assistance to ARIES users internal and external. Creating and maintaining critical documents such as Job Aides, Interim Processes and Temporary Operating Precesses. Ensuring the the system is designed according the ADHS requirements.

Position Number: 22101208

County: Pulaski

Posting End Date: August 27, 2026

Location: Little Rock, AR, 72201

Category: AR DEPT OF HUMAN SERVICES

Anticipated Starting Salary: $45,392.05

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

Preferred Qualifications

• Two years of experience determining eligibility for SNAP, TEA and Healthcare using the Arkansas Integrated Eligibility System (ARIES).

Position Information

• Job Series: User Support – Career-path
• Classification: User Support Specialist
• Class Code: IUS04P
• Pay Grade: IST02

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.

Equal Employment Opportunity

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.

Nearest Major Market

Little Rock

About the Department

The Department of Human Services is a place for people passionate about serving others and changing lives for the better. We care for Arkansans of all ages and ensure places like child care centers and nursing homes are safe. We are the safety net for the most vulnerable Arkansans. Whether you answer the phones, take applications, protect children, or help care for residents or patients at one of our facilities, you make a difference by working at DHS. Plus, working for the State has great perks, including a pension, maternity leave, paid state holidays, and much more. At DHS, we take care of our employees so you can help care for others.