Application Help Desk Analyst
Application Help Desk Analyst
Posted on :
11-02-2025
Employer Active
1 Vacancy
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Monthly Salary
Not Disclosed
Salary Not Disclosed
Vacancy
1 Vacancy
Posted on :
11-02-2025
Job Description
ONSITE ONLY
AVAILABLE FOR EXTENSIONS
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 states courts making court information available to the public and developing and implementing online courtrelated services. CIS is a teambased organization using the Disciplined Agile framework. You may view our Statement of Core Values at
The Application Help Desk Analyst is a member of the CIS Application Support Team. This team is primarily responsible for support AOCprovided 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 realtime support to customers seeking support for AOC 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
Working Relationships
The Help Desk Analyst has regular contact with elected court officials and court staff throughout the state department staff other state agency/institutions personnel clients/students and personnel of regulated entities. Must maintain a high degree of integrity decorum and respect at all times and possess the ability to communicate with court personnel at all levels. Because this can be a fastpaced highstress environment at times the successful candidate will have a customerfocused calm demeanor.
Skill
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
Experience with the Arkansas Courts
Desired
Ability to learn new systems
Required
Experience resolving technical problems
Required
Employment Type
Full Time
Key Skills
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