USER SUPPORT COORDINATOR

State of Arkansas•Little Rock, AR

About The Position

The User Support Coordinator ensures the smooth operation of user support services by coordinating tasks, scheduling, and managing workflows. This role works closely with both the User Support Manager and other support staff to ensure users’ technical needs are met promptly and effectively. The coordinator also helps in troubleshooting and resolving user issues when necessary.

Requirements

Knowledge of Information Technology Systems.
Knowledge of iQIES, ACO/ASPEN
This positions requires periodic lifting of PCs, printers, and other technology equipment.
Ability to bend and possibly crawl over furniture and climbing ladders.
Installation, troubleshooting, and various technology support to staff and long-term care facilities.
Occasional travel is required as necessary.
This position will occasionally work after business hours.
Possession of a valid driver’s license and the ability to drive a state vehicle.
Strong organizational and time management skills.
Ability to communicate technical information to non-technical users.
Basic knowledge of operating systems, applications, and troubleshooting techniques.
Familiarity with helpdesk ticketing systems and tracking tools.
Excellent customer service skills and attention to detail.
An associate’s degree in information technology, computer science, or a related field, or equivalent work experience preferred.
Two years of experience in a technical support role, preferably within a government or large organizational setting.

Responsibilities

Coordinate the scheduling and prioritization of user support requests.
Act as the point of contact for user support requests, ensuring they are addressed in a timely and efficient manner.
Track and document issues in helpdesk systems, ensuring accurate reporting and follow-up.
Assist in developing and updating training materials for both staff and end users.
Provide first-line troubleshooting for routine technical issues.
Escalate unresolved issues to appropriate higher-level support staff.
Assist with the analysis of support trends to help identify recurring issues.
Ensure that support resources are effectively allocated to meet user demands.
Oversees coordination and management of application releases throughout the lifecycle from CMS, including but not limited to participating in requirements gathering sessions and systems testing.
Primary liaison with CMS IT contractor on assigned applications.
Responsible for gathering data and developing reports specific to the assigned applications.