User Support Coordinator — Public Service Helpdesk

State of Arkansas; Little Rock (AR); Presencial; USD 60.000 - 99.000; Tempo integral

Benefícios oferecidos por esta vaga

Pension

Paid state holidays

Maternity leave

State employee benefits

Resumo da vaga

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.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Organizational skills

Communication skills

Troubleshooting basics

Helpdesk knowledge

Customer service

Formação

Associate's degree in IT/CS or related field

Ferramentas

Helpdesk software

Ticketing systems

Descrição da vaga

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.