User Support Specialist

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.

• At least one year of experience in a technical support role.
• Occasional twenty-four (24) hour on-call duty may be required.
• Experience with Windows Operating Systems and ticketing systems preferred.
• Experience with Microsoft Office 365, Word, PowerPoint, Excel, and Outlook preferred.
• Customer focus, customer service, data entry skills, phone skills, verbal communication skills, people skills, problem solving skills, troubleshooting skills, and the ability to multi-task preferred.
• Experience in loading Microsoft Software and third-party software on computers preferred.
• Strong communication skills preferred.