• User Support Specialist

    State of Arkansas (Little Rock, AR)


    USER SUPPORT SPECIALIST

    Date: Oct 15, 2025

     

    Req ID: 53578

    Location:

    Little Rock, AR, US, 72209

     

    Category: DEPT OF PUBLIC SAFETY

     

    Anticipated Starting Salary: 45392

     

    Position Number: 22088914

     

    County: Pulaski

     

    Posting End Date: 10/22/2025

     

    Anticipated Starting Salary: 45392

     

    The Department of Public Safety’s mission is to enhance the safety and security of all Arkansans through ethical, character-driven behavior that promotes professionalism, clear communication, and accountability while serving as the state’s premier public safety agency.

     

    This position is Safety Sensitive and is subject to pre-employment, random, and for-cause drug screenings.

     

    If you are requesting veteran’s preference, please include your DD214.

     

    Accurately and concisely document all customer inquiries and interactions along with their resolutions via a ticketing system. Diagnoses the source of malfunctions, recommends corrective actions, and/or escalates issues to the appropriate IT teams for resolution. Manage inbound calls and email inquiries in a timely manner. Also responsible for working with ACIC and monitoring and supporting their system and users in the field. Trains other employees in system operation and maintains system documentation. Perform other duties as assigned.

     

    This position is for a Help Desk team that provides 24/7 support with various shifts. The Help Desk personnel are considered essential workers and can be required to work nights, weekends, holidays, and during inclement weather.

     

    This position’s regular hours are Monday through Friday, 10:00am to 6:00pm. However, the employee must also be available for on-call duties and able to work additional or alternate shifts as needed.

    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