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.

Primary 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.

At least 2 years work experience in public assistance programs (such as Medicaid and SNAP), customer service and administrative support., 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.