Help Desk Analyst

Job Description:

The Application Help Desk Analyst will be a key member of the Court Information Systems (CIS) Application Support Team at the Administrative Office of the Courts (AOC). This team is responsible for supporting AOC-provided court management applications. The analyst will handle customer inquiries, troubleshoot issues, and escalate unresolved calls as needed.

The ideal candidate must possess strong communication skills, a customer-service-oriented approach, and the ability to work independently in a fast-paced environment. The role involves responding to user issues, providing functional application support, and ensuring efficient resolution of customer concerns.

Key Responsibilities:

· Respond to customer support inquiries via phone and email regarding AOC-provided applications.

· Diagnose and troubleshoot functional issues with court management applications.

· Utilize all available technical resources to resolve user problems efficiently.

· Escalate unresolved issues to appropriate support teams or service groups.

· Follow established Help Desk procedures and maintain accurate records and call logs.

· Provide clear instructions to users on how to resolve common issues.

· Conduct functional testing of software to assist with training material preparation.

· Read and interpret technical service manuals and documentation.

· Prioritize and schedule workload effectively.

· Assist in coordinating system changes, upgrades, and new product rollouts.

· Communicate accurate and useful status updates to both customers and internal teams.

· Maintain a calm and professional demeanor in a high-pressure environment.

· Work collaboratively within a team and independently when required.

Qualifications:

· 3 years of experience in a customer service or help desk support role.

· Experience providing functional support for software applications.

· High School Diploma is required; a 4-year college degree is preferred.

· Strong communication skills, both verbal and written.

· Proficiency in Microsoft Office Suite (Excel, Word, Outlook, PowerPoint).

· Experience working in a state or federal government agency is highly desired.

· Ability to establish and maintain effective working relationships with court personnel.

· Paralegal certification or coursework is highly desired.

Job Type: Contract

Pay: $20.00 - $25.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift

Application Question(s):

• Legal Assistant or Paralegal Experience is Mandatory

Experience:

• Help desk Support: 3 years (Required)
• Functional Application Support: 3 years (Required)

Work Location: On the road

Salary : $20 - $25