USER SUPPORT SPECIALIST

State of Arkansas•Little Rock, AR

22h

About The Position

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.

Requirements

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

Nice To Haves

Occasional twenty-four (24) hour on-call duty may be required.
Experience with Windows Operating Systems preferred.
Experience with Microsoft Office 365, Word, PowerPoint, Excel, and Outlook preferred.
Customer focus, customer service, data entry skills, phone skills, verbal communication skills, people skills, problem solving skills, troubleshooting skills, and the ability to multi-task preferred.
Experience in loading Microsoft Software and third-party software on computers preferred.
Strong communication skills 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.