USER SUPPORT COORDINATOR

State of Arkansas; Little Rock (AR); On-site; USD 60,000 - 99,000; Full time

Benefits offered by this job

Pension

Paid state holidays

Maternity leave

State employee benefits

Job summary

The State of Arkansas seeks a User Support Coordinator to ensure smooth operation of user support services within the Department of Human Services. You will coordinate tasks, manage workflows, and work closely with the User Support Manager to meet users' technical needs promptly.

Responsibilities include scheduling, ticket tracking, training material development, and basic troubleshooting. This is a public-sector role with strong pension and holiday benefits.

Qualifications

• Two years of experience in a technical support role, preferably within a government or large organizational setting.
• An associate's degree in information technology, computer science, or a related field, or equivalent work experience preferred.

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.

Skills

Organizational skills

Communication skills

Troubleshooting basics

Helpdesk knowledge

Customer service

Education

Associate's degree in IT/CS or related field

Tools

Helpdesk software

Ticketing systems

Job description

Preferred Qualifications

At least 2 years work experience in public assistance programs (such as Medicaid and SNAP), customer service and administrative support.

Position Information

Position Number: 22103489

County: Pulaski

Posting End Date: November 11, 2026

Preferred Qualifications

At least 2 years work experience in public assistance programs (such as Medicaid and SNAP), customer service and administrative support.

The Department of Human Services is a place for people passionate about serving others and changing lives for the better. We care for Arkansans of all ages and ensure places like child care centers and nursing homes are safe. We are the safety net for the most vulnerable Arkansans. Whether you answer the phones, take applications, protect children, or help care for residents or patients at one of our facilities, you make a difference by working at DHS. Plus, working for the State has great perks, including a pension, maternity leave, paid state holidays, and much more. At DHS, we take care of our employees so you can help care for others.

Position Details

Job Series: User Support - Career-path

Classification: User Support Coordinator

Class Code: IUS02P

Pay Grade: IST05

Salary Range: $60,416 - $98,574

Job Summary

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.

Primary 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.

Knowledge And Skills

• 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.

Minimum Qualifications

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.

Licensure/Certifications

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.

The State of Arkansas is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, pregnancy, age, disability, citizenship, national origin, genetic information, military or veteran status, or any other status or characteristic protected by law.