Help Desk Analyst Vajraasys Limited Little Rock, AR 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