Application Help Desk Analyst
DataStaff is seeking an Application Help Desk Analyst for a long-term contract opportunity with one of our direct clients located in Little Rock, AR.
*This position is onsite
Responsibilities:
- Supporting users in identifying issues, problem solving, and software functionality.
- Answering calls and emails from customers, diagnosing problems, and helping troubleshoot customer support issues.
- Provide professional and prompt real-time support to customers seeking support for applications.
- 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
- Will have 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.
Knowledge, Experience, and Education:
- 4-year college degree preferred
- 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
- 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.
Required Skills:
- 3 Years - Assisting/Supporting End Users with software application functionality
- 4 years - Customer Support
- 4 years - Working with end users
- 4 years - Problem solving and follow-up skills
- 4 years - Excellent oral and written communication
- Ability to learn new systems
- Experience resolving technical problems
Desired Skills:
- 1 Year - Experience with court software
- Experience with the Arkansas Courts
This opportunity is available as a W2 position with a competitive benefits package. DataStaff, Inc. offers medical, dental, and vision coverage options as well as paid vacation, sick, and holiday leave. As many of our opportunities are long-term, we also have a 401k program available for employees after 6 months.