USER SUPPORT COORDINATOR

State of Arkansas•Little Rock, AR

5d•$60,416 - $98,574

About The Position

The User Support Coordinator ensures the smooth operation of user support services by coordinating tasks, scheduling, and managing workflows. The role works closely with the User Support Manager and other support staff to ensure users’ technical needs are met promptly and effectively. The coordinator also helps troubleshoot and resolve user issues when necessary. The position is with the Arkansas Department of Human Services. The department serves Arkansans and protects the safety and well-being of vulnerable residents. The posting notes state employee benefits including a pension, maternity leave, and paid state holidays.

Requirements

Two years of experience in a technical support role; experience in a government or large organizational setting is preferred.
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, is listed as preferred. Other job-related education and/or experience may be substituted for some or all basic requirements upon approval of the Qualifications Review Committee, except certification or licensure requirements.
Preferred: At least two years of work experience in public assistance programs such as Medicaid and SNAP, customer service, and administrative support.

Nice To Haves

At least two years of work experience in public assistance programs such as Medicaid and SNAP, customer service, and administrative support.
An associate’s degree in information technology, computer science, or a related field, or equivalent work experience.
Technical support experience 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 and ensure 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 staff and end users.
Provide first-line troubleshooting for routine technical issues.
Escalate unresolved issues to appropriate higher-level support staff.
Assist with analyzing support trends to help identify recurring issues.
Ensure support resources are effectively allocated to meet user demands.