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User Support Coordinator
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.
Class Code:
IUS02P
Job Grade:
IST05
Special Job Requirements:
Typical Functions:
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, Abilities, 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. Satisfaction of the minimum qualifications, including years of experience and service, does not entitle employees to automatic progression within the job series. Promotion to the next classification level is at the discretion of the department and the Office of Personnel Management, taking into consideration the employee’s demonstrated skills, competencies, performance, workload responsibilities, and organizational needs.
Required Certificates:
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.
Exempt:
N