Help Desk Analyst
4 days ago
Requisition Class: HDAV6: HDA3: A1: SC1
Job Title: REQ751241 - AOC Help Desk Analyst 3
Client: 2258
Work Location: 900 W. Capitol Ave| Suite 330 | Little Rock, AR 72201, US, (Onsite)
Estimated Start Date: 12/02/2024
Estimated End Date: 06/30/2025
Description:
On-Site Only
Available For Extensions
The Administrative Office of the Courts (AOC) is an agency within the judicial branch of government that works to support the state courts on behalf of the Arkansas Supreme Court. The Court Information Systems Division (CIS) is responsible for providing technological support to the state’s courts, making court information available to the public, and developing and implementing online, court-related services. CIS is a team-based organization using the Disciplined Agile framework.
The Help Desk Analyst is a member of the CIS Application Support Team. This team is primarily responsible for support AOC-provided court management applications. The Help Desk Analyst will be responsible for answering calls and emails from customers, diagnosing problems, and helping troubleshoot customer support issues. The Analyst will provide professional and prompt real-time support to customers seeking support for AOC applications.
Years of Experience: At least 3 years in a fast-paced customer service role
Education: 4 year college degree preferred
Role Description:
- Answer telephones and emails and provide support to application users
- Identify, evaluate and prioritize customer problems and services.
- Utilize all technical resources to solve customer problems.
- Escalate unresolved calls to appropriate support staff or service group.
- Adhere to defined Help Desk procedures and standards.
- Participate in on-going testing, training and departmental development.
- Maintain accurate records and call logs for management reporting.
- As needed, instruct end users in the appropriate use of reference materials
- Performs functional testing of the software as related to preparation for training materials and other related responsibilities as required or assigned.
- Read and comprehend technical service manuals and publications.
- Detect and correct equipment errors.
- Prioritize and schedule own workload.
- Assist in coordination of changes, upgrades and new products.
- Manage and report time spent on all work activities.
- Complete assigned tasks.
- Strong communication skills; both written and spoken.
- Ability to work independently as well as part of a team environment.
- Ability to work under pressure is an essential function of the job.
- Communicate accurate and useful status updates.
- Follow quality standards.
- Ability to work in a team environment
- Customer Support - 4 Years
- Working with end users - 4 Years
- Problem solving and follow-up skills - 4 Years
- Excellent oral and written communication - 4 Years
- Experience with court software - 1 Years
- Experience with the Arkansas Courts
- Ability to learn new systems
- Experience resolving technical problems
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