Application Help Desk Analyst
Application Help Desk Analyst
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Job Description
Job: AOC Application Help Desk Analyst
- 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) 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.
- 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
- 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
- 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.
- 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
What we are:
My3Tech is an IT services firm focused on catalyzing transformational IT initiatives of its clients through deep domain knowledge technology expertise and customer commitment. A trusted longterm service provider for various state governments across both the software product development and IT Staff Augmentation. Certified Minority Business Enterprise (MBE) with over 13 years of experience. We are CMMI Level 3 Certified for both IT Development and IT Services ISO 27001:2022 certified for Information Security Management and ISO 9001:2015 certified for Quality Management Systems.
Employment Type
Full Time
