Service Desk Analyst II

Job ID Number

R4726

Employment Type

Full time

Worksite Flexibility

Onsite

Job Summary

We are looking for a motivated Service Desk Analyst ready to take us to the next level! If you have experience with application support and working with end users, and are looking for your next career move, apply now.

Job Description

We are looking for a Service Desk Analyst to support end users in identifying issues, problem solving, and software functionality. This position will be full-time contract and onsite.

What You’ll Do

• 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

• Instruct end users in the appropriate use of reference materials as needed

• 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

• Assist in coordination of changes, upgrades and new products

• Manage and report time spent on all work activities

• Complete assigned tasks

• Communicate accurate and useful status updates

• Follow quality standards

• Work independently as well as part of a team environment

• Ability to work under pressure

What You'll Need

• 4 years of experience working with end users

• 4 years of experience with problem solving and follow-up skills

• 4 years of experience with excellent oral and written communication

• 3 years of assisting/supporting end users with software application functionality

• 3 years of customer support experience

• Ability to learn new systems

• Experience resolving technical problems

• Experience in supporting various applications and responding to user issues with functionality of those applications

Preferred:

• 4-year college degree

• Experience with court software

• Experience with the Arkansas Courts

Physical Demands

• Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards

• Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.

• Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor

Reasonable Accommodation Statement

If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.

Equal Employment Opportunity Policy Statement

It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.