User Support Specialist

anticipated starting salary: $45,392.05

the mission of the department of military is to provide a professional staff of arkansas state employees who help maintain and improve the readiness of arkansas national guard units through effective fiscal management of state resources, human resource management, and quality administration of arkansas national guard programs.

respond to user requests for support regarding hardware, software, and network-related issues. Provide troubleshooting and issue resolution for common user problems, escalating more complex issues as necessary. Document user issues, resolutions, and follow-up actions in a ticketing system. Ensure all support tickets are updated with accurate information and closed promptly. Assist with the installation and configuration of computer systems, software applications, and network connections.

• the formal education equivalent of an associate’s degree in computer science, mathematics, or a related field.
• 2+ years’ experience in computer help desk support.
• security+, network+ or a+ certification.
• must be able to obtain and maintain a favorable nacic or naclc investigation.
• must have state driver’s license to be able to drive state or federal vehicles.
• demonstrate a working knowledge of imaging software, help desk software, remote desktop control software, and computer hardware removal tools.
• demonstrate the ability to develop and maintain good professional relationships with network users and vendors to provide the best possible solutions to the customer’s needs.
• accountability of equipment and tools is required.
• demonstrate an ability to communicate orally and in writing and aid in resolving technical issues.

position number:

county: pulaski

anticipated starting salary: $45,392.05

the mission of the department of military is to provide a professional staff of arkansas state employees who help maintain and improve the readiness of arkansas national guard units through effective fiscal management of state resources, human resource management, and quality administration of arkansas national guard programs.

• the formal education equivalent of an associate’s degree in computer science, mathematics, or a related field.
• 2+ years’ experience in computer help desk support.
• security+, network+ or a+ certification.
• must be able to obtain and maintain a favorable nacic or naclc investigation.
• must have state driver’s license to be able to drive state or federal vehicles.
• demonstrate a working knowledge of imaging software, help desk software, remote desktop control software, and computer hardware removal tools.
• demonstrate the ability to develop and maintain good professional relationships with network users and vendors to provide the best possible solutions to the customer’s needs.
• accountability of equipment and tools is required.
• demonstrate an ability to communicate orally and in writing and aid in resolving technical issues.

job series: user support – career-path

classification: user support specialist

class code: ius
04p

pay grade: ist
02

salary range: $45,392 - $74,060

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.

• provide first-level technical support for users via phone, email, remote access tools, or in-person.
• troubleshoot…