USER SUPPORT SPECIALIST

State of Arkansas•Little Rock, AR

52d

About The Position

Join the Arkansas Department of Education where each student is recognized as an individual. Through a cultivation of world-class educators, partnering with communities, and an influx of social supports, Arkansas Department of Education provides multi-level supports that help ensure students will receive a personalized education and develop a life-long love of learning. 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.

Requirements

Excellent computer skills and oral and written communication skills.
Knowledge of financial accounting software application programs and accounting principles.
Knowledge of planning, research, and analysis of techniques and procedures.
Ability to conduct research and resolve operational accounting problems and prepare required reports.
Ability to organize and conduct meetings and workshops.
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.
At least one year of experience in a technical support role.
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.

Nice To Haves

Highly proficient in Financial Accounting Software.
Accounting/bookkeeper experience.
Highly proficient in Microsoft Excel and Word.
Two years of experience working in a school business office.
Customer Service experience.
Excellent verbal and written communication skills.
Degree in accounting or business or the formal education equivalent of a bachelor's degree in information technology or a related area; plus, five years of experience in designing and implementing data warehouse and relational database applications.

Responsibilities

Provide level two help desk support and technical assistance to school district users of the online Arkansas Public School Computer Network Automated Finance Management System.
Review school district finance/accounting tickets using an automated call management system.
Research accounting problems for resolutions.
Enter problems, research, steps taken, and resolution into the data system.
Report 'bugs' in the eFinance software.
Test software updates.
Conduct monthly training/workshops.
Performs other duties as assigned.
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.