USER SUPPORT SPECIALIST
Little Rock, AR, US, 72201
Closing Date: September 16, 2025
Position #22094324
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.
Preferred Qualifications
Working knowledge of Windows 11
Agile experience using Scrum tools
Attention to details for auditing files
Ability to follow written instructions in order to perform daily, weekly and monthly tasks.
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.
Veteran Preference: A copy of the DD214 must be submitted at the time of application, to be considered for Veteran's Preference.
Nearest Major Market: Little Rock
