NEOGOV · 5 days ago
IT Support Coordinator
Arkansas, AR
Full-time
Onsite
Entry, Mid Level
$49K/yr - $73K/yr
2+ years expNEOGOV is seeking an IT Support Coordinator to oversee the daily operations of IT Support and coordinate the support team for effective user assistance. The role involves monitoring support requests, leading service desk procedures, and providing hands-on support when necessary.
GovTechHuman ResourcesInformation TechnologySoftware
Responsibilities
Provide good customer service to both internal and external customers; maintain positive and effective working relationships with other City employees (especially members of their own team), and have regular and reliable attendance that is non-disruptive
This position does not have direct reports, however may be required to periodically train and direct employees. Carries out supervisory responsibilities in accordance with the City's policies and applicable laws
Support the IT management team in coordinating and overseeing the daily operations of the IT Support team, ensuring effective assignments of tasks, smooth workflow, and consistent delivery of support services
In collaboration with the IT Manager, distribute and balance workloads among service desk staff to ensure timely and efficient completion of assignments
Ensure all incoming service requests and incidents are logged, tracked, and resolved in a timely manner
Prioritize and assign tasks to service desk staff based on urgency and impact
Serve as an escalation point for service desk staff
Foster and maintain a client-focused service environment that emphasizes proactive problem prediction, timely detection, and effective resolution. Ensure customer service and communication remain top priorities in all support interactions
Provide timely documentation of issues, action plans, and outcomes
Arrange timely service from external vendor support organizations as needed
Proactively identify and remove barriers to meet Service Level Agreements (SLAs). Achieve all client satisfaction objectives and internal and external SLAs
Assist with development and implementation of service desk responsibilities, procedures, and best practices
Monitor and analyze performance metrics of the IT Support team’s activities and documented resolutions to identify problem areas
Develop and implement solutions to improve service quality and proactively prevent future issues. Ensure operational improvements and changes are effectively implemented and continuously monitored
Collaborate with other IT teams and departments to resolve complex technical issues and facilitate the implementation of new technologies
Maintain and regularly update a knowledge base and documentation covering common issues and their solutions
Assist in the deployment and maintenance of IT hardware, software, and systems as needed
Manage the full lifecycle of IT assets, including procurement of hardware and software, coordinating vendor deliveries, scheduling deployments, and ensuring accurate tagging, documentation, and inventory of desktop computers and software
Prepare and analyze regular reports on the IT Support team’s operations, including service desk metrics (e.g. ticket resolution times, incident trends, and resource utilization), asset inventory, and performance dashboards to support data-driven decision making
Handle administrative duties such as scheduling IT support shifts, coordinating training sessions, managing vendor contracts and invoicing, and ensuring compliance with documentation standards
Assist in budgeting for IT resources, tracking expenditures, and generating financial reports for departmental reviews
Maintain accurate records for audits, policy updates, and regulatory requirements, while facilitating communication of reports to senior management and stakeholders
Perform other duties as required or assigned
Qualification
Required
High school diploma or GED required; an Associate's degree in business, information technology, or a related field is preferred
Must have a minimum of 2 years of relevant experience, including at least 1 year of experience in project management, IT dispatch coordination, or a similar role
Requires technical experience in customer service, dispatching, and incident or break-fix support across PC hardware, telecommunications, audio/visual systems, and/or network connectivity products and services
Must have a valid driver's license
Must be proficient in the use of desktop, hardware and software (Access points, printers, IP cameras, peripherals, etc.)
Comprehensive knowledge of Microsoft Office Suite (Word, Excel, Outlook, PowerPoint, Visio)
Ability to utilize both internal and external resources to obtain information and data necessary to carry out routine assignments and special projects
Must have ability to establish and maintain effective working relationships with management and staff
Ability to work independently of direct supervision
Willingness and ability to respond on occasion to callouts in the evening, nights, and on weekends. Willingness and ability to be available for occasional emergency work or projects that might require coming in early, staying late or working on weekends
Ability and willingness to maintain the absolute confidentiality of all sensitive files and materials accessed, discussed, or observed while in the performance of duties
Skill in organizing resources and establishing priorities and the ability to learn and support new systems and applications
Knowledge of PC networks and data communication concepts, preferably in a Microsoft Windows environment (Active Directory, Group Policy, Microsoft Azure, Virtualization)
Ability to read and comprehend technical manuals and apply their contents to solving hardware and software problems
Ability to accurately convey technical information to non-technical audiences both orally and in writing
Good planning, organizing, problem solving and time-management skills
Must be able to pass FBI criminal background fingerprint check and have the ability to comply with state and federal requirements for criminal justice information security standards and obtain necessary certifications
Preferred
An Associate's degree in business, information technology, or a related field
Basic computer hardware/software training course(s) preferred
Basic knowledge of telephony concepts, preferably in VoIP / PBX environments
Basic knowledge of additional peripheral technologies including, but not limited to, audio, multi-function (printer, scanner, copier, fax) devices and personal digital assistants/smart phones (such as IPhone and Galaxy)
Benefits
Medical, dental, and vision coverage
401(a) retirement plan through VOYA
Mandatory 3% participation with 6% employer match
457(b) deferred compensation options
Flexible spending accounts
Life insurance and long-term disability coverage
Short-term disability and supplemental policies available
Paid holidays, vacation, and sick leave
Bilingual Pay
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
H1B Sponsorship
NEOGOV has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (10)
2023 (10)
2022 (18)
2021 (14)
2020 (16)
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
Warburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
Canada NewsWire
2025-11-14
2025-11-14
Government Technology US
2025-10-31
Company data provided by crunchbase