USER SUPPORT SPECIALIST

State of Arkansas • Little Rock, AR

1d • Onsite

About The Position

The User Support Supervisor/Expert oversees the day-to-day operations of the User Support team, ensuring timely and effective resolution of technical issues. This role acts as a subject matter expert in user support processes and provides guidance to the team. The supervisor also works closely with the User Support Manager to ensure the department's objectives are met and contributes to strategic planning.

Requirements

• Strong knowledge of user support processes and IT service management (ITSM) tools.
• Advanced troubleshooting and problem-solving skills, with expertise in common operating systems, software, and applications.
• Leadership skills, including team motivation, conflict resolution, and performance management.
• Strong interpersonal skills, including the ability to work with various teams and stakeholders.
• Ability to manage time and resources effectively to meet deadlines and service goals.
• A bachelor’s degree in information technology, computer science, or a related field is preferred.
• Three years of experience in a technical support role, including at least one year in a supervisory position.

Responsibilities

• Supervise a team of user support analysts and specialists, ensuring optimal performance and customer satisfaction.
• Provide technical guidance and expertise to support staff, resolving complex or escalated issues.
• Conduct training sessions to enhance team members’ technical skills and customer service.
• Monitor and assess service delivery, ensuring compliance with performance standards.
• Develop reports on user support metrics, identifying trends and areas for improvement.
• Collaborate with the User Support Manager on policy development and process improvements.
• Maintain and update knowledge management systems and helpdesk tools.
• Handle escalated support requests and act as the primary point of contact for critical incidents.
• Ensure the team adheres to established IT service management protocols.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level