User Support Coordinator: Helpdesk & Training

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

Job summary

The Arkansas Department of Education is hiring a User Support Coordinator to ensure smooth operation of user support services. You will coordinate tasks, schedules, and workflows, working closely with the User Support Manager and staff to meet users' technical needs promptly and effectively.

Responsibilities include tracking issues in helpdesk systems, assisting with training materials, and providing first-line troubleshooting.

Qualifications

• Associate 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.

Skills

Organizational skills

Time management

Technical troubleshooting

Communication to non-technical users

Helpdesk ticketing

Customer service

Documentation

Education

Associate degree in IT/CS or related field

Tools

Helpdesk software

Job description

The Arkansas Department of Education is hiring a User Support Coordinator to ensure smooth operation of user support services. You will coordinate tasks, schedules, and workflows, working closely with the User Support Manager and staff to meet users' technical needs promptly and effectively.

Responsibilities include tracking issues in helpdesk systems, assisting with training materials, and providing first-line troubleshooting.