AOC Help Desk Analyst 3
AOC Help Desk Analyst 3
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Job Description
Job Id: 751241
Position: Help Desk Analyst 3
Client: AOC
Location: 900 W. Capitol Ave Suite 330 Little Rock AR 72201
Duration: 07 Months
- The Help Desk Analyst is responsible for identifying and detailing opportunities for improvement with internal processes training and the quality of service.
- ONSITE 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) provides technological support to the states courts makes court information available to the public and develops and implements online courtrelated services. CIS is a teambased organization that uses 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
