The Application Help Desk Analyst is responsible for supporting Users of the Arkansas Court Management System in identifying issues, problem solving, and software functionality.
ON-SITE 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 state’s courts, making court information available to the public, and developing and implementing online, court-related services. CIS is a team-based organization using the Disciplined Agile framework. You may view our Statement of Core Values at https://www.arcourts.gov/modernization/statement-core-values.
The Application Help Desk Analyst is a member of the CIS Application Support Team. This team is primarily responsible for support AOC-provided 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 real-time support to customers seeking support for AOC applications.
Requirements:
Functional experience in supportingvarious applications and responding to user issues with functionality of thoseapplications.
At least 3 years in a fast-paced 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 on-going 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 fast-paced, high-stress environment at times, the successful candidate will have a customer-focused calm demeanor.
Required/Desired Skills
| 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 follow-up 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 | 0 | |
| Ability to learn new systems | Required | 0 | |
| Experience resolving technical problems | Required | 0 | |
Questions
| No. | Question |
|---|
| Question1 | The Vendor Rate for this position is -. Do you accept this requirement? |
| Question2 | This requirement falls under the E-RTR process. The candidate MUST follow the process and submit their Right to Represent electronically to be considered. Do you accept this requirement? |
| Question3 | Please list candidate’s email address. |
| Question4 | This is an on-site position. Does your candidate accept this requirement? |