The 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.
Years of Experience: 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.