Help Desk Analyst

About the role

The Application Help Desk Analyst supports Users of the Arkansas Court Management System in identifying issues, problem solving, and software functionality. This position is ON-SITE only and available for extensions.

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
• Perform 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
• Absorb and manage changes, upgrades and new products
• Manage and report time spent on all work activities
• Complete assigned tasks

Requirements

• Functional experience in supporting various applications and responding to user issues with functionality of those applications
• At least 3 years in a fast-paced customer service role
• Education: 4 year college degree preferred

Qualifications

• 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

Skills

• Technical troubleshooting
• Customer service
• Problem-solving

Benefits

N/A

Pay

N/A

Schedule

N/A