What are the responsibilities and job description for the Case Coordinator position at nLeague?
Help Desk Analyst
Location: Little Rock, AR
Duration: 5 Months AVAILABLE FOR EXTENSIONS
Client: AOC
Job Id: (756778)
ON-SITE ONLY
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
Role Description
Location: Little Rock, AR
Duration: 5 Months AVAILABLE FOR EXTENSIONS
Client: AOC
Job Id: (756778)
ON-SITE ONLY
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
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
