USER SUPPORT COORDINATOR

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

Job summary

The Arkansas Department of Education is seeking a User Support Coordinator to ensure efficient user support operations. You will coordinate task scheduling, manage workflows, and work with the User Support Manager to meet users' technical needs promptly.

Responsibilities include tracking issues in helpdesk systems, creating training materials, and providing first-line troubleshooting. This government role emphasizes strong organization, clear communication, and reliable service delivery.

Qualifications

• Associate’s degree in information technology, computer science, or related field, or equivalent work experience.
• Two years of experience in a technical support role, preferably within a government or large organizational setting.
• Substitution of education/experience permitted with approval.

Responsibilities

• Coordinate the scheduling and prioritization of user support requests.
• Act as the point of contact for user support requests, ensuring timely responses.
• Track and document issues in helpdesk systems with accurate reporting.
• 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 analysis of support trends to identify recurring issues.
• Ensure support resources are allocated to meet user demands.

Skills

Organizational skills

Time management

Communication to non-technical users

Customer service

Attention to detail

Troubleshooting

Documentation / reporting

Education

Associate degree or equivalent

IT / CS background

Tools

Helpdesk systems

Ticketing tools

Operating systems knowledge

Job description

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Position Number: 22082691
County: Pulaski
ADE
Join the Arkansas Department of Education where each student is recognized as an individual. Through a cultivation of world-class educators, partnering with communities, and an influx of social supports, Arkansas Department of Education provides multi-level supports that help ensure students will receive a personalized education and develop a life-long love of learning.

Position Information

Job Series: User Support – Career-path

Classification: User Support Coordinator

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.