Arkansas Department of Health
4815 W Markham Street
Little Rock, AR 72205
Position Number: 22124730
County: Pulaski City: Little Rock
Posting End Date: 05/13/26
Administration – Arkansas State Medical Board
*CLASSIFIED AS A SAFETY SENSITIVE POSITION*
Additional Preferences:
Hiring Official: A. Embry
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
Classification: User Support Supervisor/Expert
Class Code: IUS04P
Pay Grade: IST06
Salary Range: $66,458 - $108,431
Job Summary
The User Support Supervisor/Expert oversees the day-to-day operations of the User Support team, ensuring timely and effective resolution of technical issues. This role acts as a subject matter expert in user support processes and provides guidance to the team. The supervisor also works closely with the User Support Manager to ensure the department's objectives are met and contributes to strategic planning.
Primary Responsibilities
Supervise a team of user support analysts and specialists, ensuring optimal performance and customer satisfaction.
Provide technical guidance and expertise to support staff, resolving complex or escalated issues.
Conduct training sessions to enhance team members’ technical skills and customer service.
Monitor and assess service delivery, ensuring compliance with performance standards.
Develop reports on user support metrics, identifying trends and areas for improvement.
Collaborate with the User Support Manager on policy development and process improvements.
Maintain and update knowledge management systems and helpdesk tools.
Handle escalated support requests and act as the primary point of contact for critical incidents.
Ensure the team adheres to established IT service management protocols.
Knowledge and Skills
Strong knowledge of user support processes and IT service management (ITSM) tools.
Advanced troubleshooting and problem-solving skills, with expertise in common operating systems, software, and applications.
Leadership skills, including team motivation, conflict resolution, and performance management.
Strong interpersonal skills, including the ability to work with various teams and stakeholders.
Ability to manage time and resources effectively to meet deadlines and service goals.
Minimum Qualifications
A bachelor’s degree in information technology, computer science, or a related field is preferred. Three years of experience in a technical support role, including at least one year in a supervisory position
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.
