What are the responsibilities and job description for the Help Desk Analyst position at Vector Consulting, Inc?
Job Details
Our government client is looking for an experienced Help Desk Analyst on an onsite 6 months renewable contract role in Little Rock, AR.
Position – Help Desk Analyst
Job Overview:
The Application Help Desk Analyst is a member of the agency 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.
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
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.
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
Required / Desired Skills
- 3 Years of Assisting/Supporting End Users with software application functionality Required
- 4 Years of Customer Support Required
- 4 Years of Working with end users Required
- 4 Years of Problem solving and follow-up skills Required
- 4 Years of Excellent oral and written communication Required
- 1 Years of Experience with court software Highly desired
- Experience with the Arkansas Courts Desired
- Ability to learn new systems Required
- Experience resolving technical problems Required
About Vector:
Vector Consulting, Inc., (Headquartered in Atlanta) is an IT Talent Acquisition Solutions firm committed to delivering results. Since our founding in 1990, we have been partnering with our customers, understanding their business, and developing solutions with a commitment to quality, reliability, and value. Our continuing growth has been and continues to be built around successful relationships that are based on our organization's operating philosophy and commitment to ** People, Partnerships, Purpose and Performance - THE VECTOR WAY
www.vectorconsulting.com
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