USER SUPPORT SPECIALIST
Little Rock, AR, US, 72203
Position Number: 22099128
County: Pulaski
Posting End Date: 8/14/2025
DCO
Hiring Official: Boylee Hamilton
Minimum Qualifications - from OPM Job Specification
The formal education equivalent of and bachelor's degree in computer science, mathematics or related a field; plus. OR completion of technical training in computer science, information technology, or a related field acquired from a vocational, military, or industrial setting, plus one year of experience in computer support operations.
Job Summary
The ARIES User Support Analyst is responsible for a wide range of activities related to supporting the ARIES system such as conducting analysis to determine if the system is functioning according to design. Reviews design documents and develop functional requirements for enhancements. Monitor support Log tickets and Workload Dashboards. This position is governed by state and federal laws and agency policy.
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.
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.
Nearest Major Market: Little Rock
