Job Description :
Short Description:
The Help Desk Support Agent will be responsible for diagnosing problems and troubleshooting as well as maintaining professional and prompt real-time support to customers in support of AOC applications, including the case management system.
Complete Description:
Local Candidates In-Person Interviews The Administrative Office of the Courts (AOC) is the administrative arm of the Arkansas Supreme Court. The Court Information Services Division is responsible for providing technological and application support to the State’s courts, and is also responsible for the Arkansas Court Automation Program, a statewide initiative to automate case management in Arkansas courts. The Help Desk Support Agent will be part of a small, dynamic CIS Automation Project Team tasked with the state-wide roll-out of Contexte, a court case management system. This position will be primarily responsible for diagnosing problems and troubleshooting as well as maintaining professional and prompt real-time support to customers. Because of the dynamic structure of this Project Team, other duties may include assistance with training and testing efforts. Years of Experience:3 or more years field experience Education: 2 year college degree or equivalent technical study Role Description: All roles specified in SI 1 plus the following Provide support to customers via telephone, e-mail, etc. 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 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 ACS Contexte 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. Anticipate and resolve issues specific to the team. Determine time estimates and schedule for own work and resolve issues in a timely manner. Identify and track issues, risks and action items. Basic knowledge of electrical/mechanical principles and basic electronics. Makes appropriate use of reference publications and diagnostic aids in resolving technical problems. Communicate accurate and useful status updates. Follow quality standards. Ability to work in a team environment Working Relationships The Help Desk Agent 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 for trainees at all times and possess the ability to communicate with court personnel at all levels.