USER SUPPORT SPECIALIST

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 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.

• 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., 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.