USER SUPPORT SPECIALIST
About The Position
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. The ARIES System Support Specialist is responsible for a wide range of activities related to supporting the Arkansas Integrated Eligibility Systems (ARIES) such as conducting analysis to determine if the system is functioning according to design. Monitoring support Log tickets and workload dashboards. Providing technical assistance to ARIES users internal and external. Creating and maintaining critical documents such as Job Aides, Interim Processes and Temporary Operating Processes. Ensuring the the system is designed according the ADHS requirements.
Requirements
- At least one year of experience in a technical support role.
- 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.
Nice To Haves
- Two years of experience determining eligibility for SNAP, TEA and Healthcare using the Arkansas Integrated Eligibility System (ARIES).
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.
- Conducting analysis to determine if the system is functioning according to design.
- Monitoring support Log tickets and workload dashboards.
- Providing technical assistance to ARIES users internal and external.
- Creating and maintaining critical documents such as Job Aides, Interim Processes and Temporary Operating Processes.
- Ensuring the the system is designed according the ADHS requirements.
Benefits
- pension
- maternity leave
- paid state holidays
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
