ONSITE ONLY
AVAILABLE FOR EXTENSIONS
The Division is responsible for providing technological support making information available to the public and developing and implementing online services.
This team is primarily responsible for support provided to 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 realtime support to customers seeking support for applications.
Requirements:
Functional experience in supporting various applications and responding to user issues with functionality of those applications.
At least 3 years in a fastpaced 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 ongoing 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
| | Required / Desired | Amount | of Experience |
Assisting/Supporting End Users with software application functionality | Required | 3 | Years |
| Customer Support | Required | 4 | Years |
| Working with end users | Required | 4 | Years |
| Problem solving and followup skills | Required | 4 | Years |
| Excellent oral and written communication | Required | 4 | Years |
| Experience with court software | Highly desired | 1 | Years |
| | | | |
| Ability to learn new systems | Required | | |
| Experience resolving technical problems | Required | | |
This is an onsite position. Does your candidate accept this requirement
AOC Application Help Desk Analyst
