USER SUPPORT SUPERVISOR/EXPERT
State of Arkansas, Little Rock, AR, United States
*CLASSIFIED AS A SAFETY SENSITIVE POSITION*
*Additional Preferences:
In-State travel required. Some overnight travel may be required. A valid driver’s license is required.
Occasional or frequent twenty-four (24) hour on-call duty may be required.
Five (5) years of experience in managing and/or leading a team preferred.
DeskTop support experience with hardware and software installation and troubleshooting computer issues preferred.
Five (5) years of experience in Windows Operating Systems, Microsoft Office Suite (Outlook, Word, Access, PowerPoint, and Excel) preferred.
Four (4) years of experience with troubleshooting PC Hardware and Software in a LAN Environment preferred.
This position will be the Desk Top Support Supervisor.
The mission of the Department of Health is to protect and improve the health and well-being of all Arkansans.
Position Information
Job Series:
User Support – Career- Path
Pay Grade:
IST06
Salary Range:
$66,458 - $108,431
Job Summary
The User Support Supervisor/Expert is responsible for managing and overseeing the day-to-day operations of the user support team, ensuring timely, effective, and customer-focused technology assistance across the agency. This role provides advanced technical expertise, supervises support personnel, develops support strategies, and collaborates with other IT units to maintain and enhance service delivery for internal and external stakeholders.
Primary Responsibilities
The assignment of supervisory duties is determined by the hiring agency's operational needs. Non-supervisory roles will serve as senior technical experts.
Manage the day-to-day operations of the User Support team, ensuring that all inquiries and issues are handled efficiently.
Develop and implement policies and procedures for the User Support division.
Monitor performance metrics and develop strategies for improvement.
Coordinate with other departments to ensure seamless support for various user needs.
Act as a liaison between the IT department and other state agencies to ensure user requirements are understood and met.
Oversee the development of training materials and knowledge bases for the support team and end users.
Ensure compliance with state government policies and regulations regarding technology and security.
Provide leadership and mentorship to staff, fostering a culture of teamwork and professional development.
Resolve escalated or complex user issues promptly.
Report on user support trends, successes, and areas for improvement to senior management.
Knowledge and Skills
Advanced knowledge of IT support management, user experience, and problem-resolution strategies.
Strong leadership and team management abilities, with experience in managing staff performance and development.
Ability to develop and implement processes and procedures for user support teams.
In-depth understanding of government regulations and IT policies related to user support.
Exceptional problem-solving and critical-thinking skills.
Excellent communication skills, both verbal and written, with the ability to explain complex technical issues clearly and understandably.
Minimum Qualifications
A bachelor’s degree in information technology, computer science, or a related field is preferred. 3 years of experience in IT support, including at least 1 year in a leadership role.
Licensure/Certifications
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.
The State of Arkansas is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, pregnancy, age, disability, citizenship, national origin, genetic information, military or veteran status, or any other status or characteristic protected by law.
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*Additional Preferences:
In-State travel required. Some overnight travel may be required. A valid driver’s license is required.
Occasional or frequent twenty-four (24) hour on-call duty may be required.
Five (5) years of experience in managing and/or leading a team preferred.
DeskTop support experience with hardware and software installation and troubleshooting computer issues preferred.
Five (5) years of experience in Windows Operating Systems, Microsoft Office Suite (Outlook, Word, Access, PowerPoint, and Excel) preferred.
Four (4) years of experience with troubleshooting PC Hardware and Software in a LAN Environment preferred.
This position will be the Desk Top Support Supervisor.
The mission of the Department of Health is to protect and improve the health and well-being of all Arkansans.
Position Information
Job Series:
User Support – Career- Path
Pay Grade:
IST06
Salary Range:
$66,458 - $108,431
Job Summary
The User Support Supervisor/Expert is responsible for managing and overseeing the day-to-day operations of the user support team, ensuring timely, effective, and customer-focused technology assistance across the agency. This role provides advanced technical expertise, supervises support personnel, develops support strategies, and collaborates with other IT units to maintain and enhance service delivery for internal and external stakeholders.
Primary Responsibilities
The assignment of supervisory duties is determined by the hiring agency's operational needs. Non-supervisory roles will serve as senior technical experts.
Manage the day-to-day operations of the User Support team, ensuring that all inquiries and issues are handled efficiently.
Develop and implement policies and procedures for the User Support division.
Monitor performance metrics and develop strategies for improvement.
Coordinate with other departments to ensure seamless support for various user needs.
Act as a liaison between the IT department and other state agencies to ensure user requirements are understood and met.
Oversee the development of training materials and knowledge bases for the support team and end users.
Ensure compliance with state government policies and regulations regarding technology and security.
Provide leadership and mentorship to staff, fostering a culture of teamwork and professional development.
Resolve escalated or complex user issues promptly.
Report on user support trends, successes, and areas for improvement to senior management.
Knowledge and Skills
Advanced knowledge of IT support management, user experience, and problem-resolution strategies.
Strong leadership and team management abilities, with experience in managing staff performance and development.
Ability to develop and implement processes and procedures for user support teams.
In-depth understanding of government regulations and IT policies related to user support.
Exceptional problem-solving and critical-thinking skills.
Excellent communication skills, both verbal and written, with the ability to explain complex technical issues clearly and understandably.
Minimum Qualifications
A bachelor’s degree in information technology, computer science, or a related field is preferred. 3 years of experience in IT support, including at least 1 year in a leadership role.
Licensure/Certifications
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.
The State of Arkansas is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, pregnancy, age, disability, citizenship, national origin, genetic information, military or veteran status, or any other status or characteristic protected by law.
#J-18808-Ljbffr