USER SUPPORT SPECIALIST

Location: Little Rock, AR (Pulaski County)

Anticipated starting salary: $45,392.05

About the Role

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 the Arkansas Department of Human Services (DHS), with a focus on the Arkansas Integrated Eligibility Systems (ARIES).

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.

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.
• Conduct analysis to determine if the ARIES system is functioning according to design.
• Monitor support log tickets and workload dashboards.
• Provide technical assistance to ARIES users, both internal and external.
• Create and maintain critical documents such as job aids, interim processes, and temporary operating processes.
• Ensure the system is designed according to ADHS requirements.

Requirements

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

Preferred Qualifications

• Two years of experience determining eligibility for SNAP, TEA, and Healthcare using the Arkansas Integrated Eligibility System (ARIES).

Pay

Salary range: $45,392 – $74,060 (Pay Grade: IST02)

Benefits

• Pension plan
• Maternity leave
• Paid state holidays
• Additional state employee benefits