IT Operations Support Specialist

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The IT Operations Support Specialist is pivotal in directly assisting customers and employees by offering guidance and resolving technical issues to enhance productivity and efficiency. This role provides first and second level support for workstations, corporate applications, and general IT needs. With a focus on delivering world‑class customer service, the Support Specialist troubleshoots hardware and software issues, ensures users have the necessary tools and knowledge to perform their daily tasks effectively.

• This is an on‑site position in our Little Rock, AR office.
• Serve as the initial point of contact for all technical assistance requests from employees and clients, via phone, email, or in‑person.
• Execute remote troubleshooting procedures, employing diagnostic techniques and targeted questions to identify issues.
• Undertake advanced troubleshooting for laptops, desktops, printers, and operating system–related issues on Windows and Mac platforms.
• Guide customers through detailed problem‑solving processes, ensuring thorough resolution and follow‑up to confirm satisfaction.
• Install, configure, and troubleshoot all standard peripheral devices to ensure optimal functionality.
• Escalate unresolved technical issues to higher‑level support personnel, ensuring comprehensive documentation of the issue and steps taken.
• Deliver precise and up‑to‑date information on IT products or services to assist in decision‑making or problem resolution.
• Document all support interactions, including the nature of the problem, steps taken to resolve it, and final outcome, in a clear and accessible manner.
• Maintain active follow‑up on open issues, updating customer status and information as required.
• Collect and communicate customer feedback and suggestions to appropriate internal teams to drive continuous improvement.
• Participate in the creation and maintenance of IT documentation, including help guides, FAQs, and standard operating procedures.
• Engage in IT security measures, including the implementation of security software and conducting regular system checks.
• Collaborate with IT project teams, contributing technical expertise to ensure successful implementation and support of new systems and applications.

• Provide after‑hours, on‑call support according to a rotating schedule to ensure 24/7 coverage for critical issues.
• Travel to different company locations or client sites as required for on‑site support or project implementation.
• Adapt to changing priorities and project requirements, demonstrating flexibility in tasks and scheduling.
• Participate actively in cross‑training initiatives to share and enhance technical knowledge within the team.
• Undertake additional duties as assigned, including special projects, training new team members, or participating in technology evaluation and selection processes.

• 2+ years previous experience in IT working with executives and end‑users.
• Experience working in a ticketing system.
• Ability to update firmware, patches on workstations, and address other security risks.
• CompTIA A+ certified or equivalent knowledge.

• Ability to build rapport with customers.
• Strong troubleshooting and critical thinking skills.
• Ability to prioritize, manage time effectively and multitask.
• Positive and professional demeanor.
• Ability to work with vendors and troubleshoot complex problems.
• Excellent communication skills, both verbal and written.

• Collaboration – Works effectively within a team.
• Communication – Ability to communicate technical concepts clearly.
• Problem‑solving – Analytical mindset to approach challenges logically.
• Adaptability – Willingness to learn and apply new technologies.
• Attention to Detail – Ensures accuracy and thoroughness.
• Time Management – Ability to prioritize tasks and manage workload effectively.

The candidate must be able to independently execute assigned tasks while adhering to guidance from senior team members and established standards. Successful performance requires attention to detail, problem‑solving skills, and the ability to collaborate effectively within a structured environment.

Little Rock, AR – Salary: $61,600.00 – $68,000.00

Employment type:

Full‑time. Seniority level:
Entry level. Job function:
Information Technology.