USER SUPPORT SPECIALIST

Position Number: 22101208
County: Pulaski
Posting End Date: August 27, 2026

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 Precesses. Ensuring the the system is designed according the ADHS requirements.

Preferred Qualifications:

Two years of experience determining eligibility for SNAP, TEA and Healthcare using the Arkansas Integrated Eligibility System (ARIES).

The Department of Human Services is a place for people passionate about serving others and changing lives for the better. We care for Arkansans of all ages and ensure places like child care centers and nursing homes are safe. We are the safety net for the most vulnerable Arkansans. Whether you answer the phones, take applications, protect children, or help care for residents or patients at one of our facilities, you make a difference by working at DHS. Plus, working for the State has great perks, including a pension, maternity leave, paid state holidays, and much more. At DHS, we take care of our employees so you can help care for others.

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.