Position Number: 22173099
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.
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.
Preferred qualifications, specific skills and/or professional background details:
Job Series: User Support – Career-path
Classification: User Support Specialist
Class Code: IUS04P
Pay Grade: IST02
Salary Range: $45,392 - $74,060
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.
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.
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.
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.
When you work for the State of Arkansas, you have the unique opportunity to make a real difference in the lives of others through the delivery of critical services. Whether improving the lives of others through workforce development, critical infrastructure repair, foster care placement, emergency response, blockchain technology, or forestry preservation, state employees add significant value to the lives of all Arkansans.
