Position Details
Customer Service Help Desk Support Apply
In person Interview
100% ONSITE
The Application Help Desk Analyst is responsible for supporting Users of System in identifying issues, problem solving, and software functionality.
ON-SITE ONLY
AVAILABLE FOR EXTENSIONS
Requirements:
AVAILABLE FOR EXTENSIONS
The Division is responsible for providing technological support, making information available to the public, and developing and implementing online, services.
This team is primarily responsible for support provided to 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 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
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
| Skill | Required / Desired | Amount | of Experience |
| Assisting/Supporting End Users with software application functionality | Required | 3 | Years |
| Customer Support | Required | 4 | Years |
| Working with end users | Required | 4 | Years |
| Problem solving and follow-up skills | Required | 4 | Years |
| Excellent oral and written communication | Required | 4 | Years |
| Experience with court software | Highly desired | 1 | Years |
| Ability to learn new systems | Required | ||
| Experience resolving technical problems | Required |
This is an on-site position. Does your candidate accept this requirement?
