USER SUPPORT SPECIALIST

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

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.

• 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 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.

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

Class Code: IUS04P

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.