Provide technical support for Windows desktops, laptops, and related peripherals.
Install, configure, and maintain desktop hardware, operating systems, and standard software.
Manage user accounts, permissions, and workstation policies through Active Directory and Group Policy.
Troubleshoot and resolve issues related to application performance, connectivity, authentication, printing, and system errors.
Deploy, patch, and maintain software using endpoint management tools (Intune, Configuration Manager, or similar).
Monitor device health, security compliance, and patch status across the environment.
Support Office 365 applications, email, OneDrive, Teams, SharePoint, and collaboration tools.
Must haves:
Advanced working knowledge of Microsoft 365 Admin Center, Active Directory, and Azure Active Directory
Advanced knowledge with management of Microsoft Entra Admin Center, and Azure Admin Portal
Strong understanding of GPO, OU, DNS, AAD Connect, Intune
High level Office 365 applications use and troubleshooting knowledge
Bonus:
Microsoft Windows error reporting tools and troubleshooting knowledge
Experience with computer networking and device enrollment into enterprise environments
Use of ServiceNow Service Management system
Office 365 product proficiency level
Windows 11 Enterprise environment experience level
Active Directory knowledge proficiency level
Job Series: User Support – Career-path
Classification: User Support Coordinator
Class Code: IUS02P
Pay Grade: IST05
Salary Range: $60,416 - $98,574
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.
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.
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.
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.
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.
When you work for the State of Arkansas, you have the unique opportunity to make a real difference in the lives of others through the delivery of critical services. Whether improving the lives of others through workforce development, critical infrastructure repair, foster care placement, emergency response, blockchain technology, or forestry preservation, state employees add significant value to the lives of all Arkansans.
