Help Desk Analyst 3
Help Desk Analyst 3
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Salary Not Disclosed
1 Vacancy
Job Description
The Help Desk Analyst is responsible for identifying and detailing opportunities for improvement with internal processes training and the quality of service.
- 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 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.
- Years of Experience: 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.
Employment Type
Full Time
