USER SUPPORT SPECIALIST

County: Pulaski

About the Role

The ARIES System Support Specialist is responsible for a wide range of activities related to supporting the Arkansas Integrated Eligibility Systems (ARIES), including:

• Conducting analysis to determine if the system is functioning according to design.
• Monitoring support log tickets and workload dashboards.
• Providing technical assistance to ARIES users, both internal and external.
• Creating and maintaining critical documents such as Job Aides, Interim Processes, and Temporary Operating Processes.
• Ensuring the system is designed according to ADHS requirements.

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.

Requirements

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

Preferred Qualifications

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

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.

Pay

Salary Range: $45,392 - $74,060

Benefits

• Pension
• Maternity leave
• Paid state holidays