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 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
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.A
American Technology Consulting