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User Support Specialist
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.
Class Code:
IUS04P
Job Grade:
IST02
Special Job Requirements:
Typical Functions:
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 the 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, Abilities, 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. Satisfaction of the minimum qualifications, including years of experience and service, does not entitle employees to automatic progression within the job series. Promotion to the next classification level is at the discretion of the department and the Office of Personnel Management, taking into consideration the employee’s demonstrated skills, competencies, performance, workload responsibilities, and organizational needs.
Required Certificates:
N/A 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.
Exempt:
N