USER SUPPORT SPECIALIST

User Support Specialist

Arkansas Department of Health 4815 W Markham Street Little Rock, AR 72205 Position Number: 22124730 County: Pulaski City: Little Rock Administration – Arkansas State Medical Board - Information Technology *CLASSIFIED AS A SAFETY SENSITIVE POSITION* Additional Preferences: 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. Hiring Official: P. Judkins

The mission of the Department of Health is to protect and improve the health and well-being of all Arkansans. Position Information Job Series: User Support – Career-path Classification: User Support Specialist Class Code: IUS04P Pay Grade: IST02 Salary Range: $45,392 - $74,060

Job Summary 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.

Primary 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.

Knowledge and Skills 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.

Minimum Qualifications At least one year of experience in a technical support role. Licensure/Certifications 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. The State of Arkansas is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, pregnancy, age, disability, citizenship, national origin, genetic information, military or veteran status, or any other status or characteristic protected by law.