IT End User Support Analyst - American Technology Consulting

ON-SITE ONLYAVAILABLE FOR EXTENSIONSThe Administrative Office of the Courts (AOC) is an agency within the judicialbranch of government that works to support the state courts on behalf of theArkansas Supreme Court. The Court Information Systems Division (CIS) isresponsible for providing technological support to the state’s courts, makingcourt information available to the public, and developing and implementingonline, court-related services. CIS is a team-based organization using theDisciplined Agile framework. You may view our Statement of Core Values athttps://www.arcourts.gov/modernization/statement-core-values.The Help Desk Analyst is a member of the CIS Application Support Team. This teamis primarily responsible for support AOC-provided court management applications.The Help Desk Analyst will be responsible for answering calls and emails fromcustomers, diagnosing problems, and helping troubleshoot customer supportissues. The Analyst will provide professional and prompt real-time support tocustomers seeking support for AOC applications.Years of Experience: At least 3 years in a fast-paced customer service roleEducation: 4 year college degree preferredRole Description:Answer telephones and emails and provide support to application usersIdentify, 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 materialsPerforms functional testing of the software as related to preparation fortraining 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 environmentWorking RelationshipsThe Help Desk Analyst has regular contact with elected court officials and courtstaff throughout the state, department staff, other state agency/institutionspersonnel, clients/students, and personnel of regulated entities. Must maintaina high degree of integrity, decorum and respect at all times and possess theability to communicate with court personnel at all levels. Because this can be afast-paced, high-stress environment at times, the successful candidate will havea customer-focused calm demeanor.