USER Support Specialist

User Support Specialist

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 positions normal hours are 3pm – 11pm Monday – Tuesday and 7am-7pm Saturday and Sunday. Candidate should be open to work any shift and available for holidays and weekends.

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.