User Support Coordinator - Streamlined Helpdesk & Training

State of Arkansas; Little Rock, Northern (AR, KY); Hybrid; 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

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.