Senior Help Desk Support Specialist

Apply at: https://azcourts.clearcompany.com/careers/jobs/ccf6410b-19e7-b069-2d57-88ea7847f897/apply?source=2470821-CJB-0

JOB TITLE:

Senior Help Desk Analyst II

JOB #:

2658

DIVISION:

Information Technology

HIRING SALARY:

$45,511.00 annualized ($21.88 hourly)

POSITION SUMMARY:

The Information Technology Division of the Arizona Supreme Court is seeking a Senior Support Center Analyst who will be responsible to ensure court personnel and members of the public receive a high level of professional support when contacting the Support Services Center. We seek a detail-oriented, customer focused individual to join our inbound call center team.

This Support Center Analyst II position provides support to complex technical issues and is the initial point of contact for Supreme Court, Administrative Office of the Courts (AOC), court related agency personnel and the public seeking assistance and support with desktop systems and AOC-sponsored automated systems. The primary duties for this position include the following:

• Provide information, assistance and resources to members of the Arizona legal community via phone and electronic means
• Respond to and follow up on issues within prescribed Service Level Agreements
• Create, modify, and maintain Knowledge articles with a high degree of accuracy and attention to detail
• Escalate issues to Lead Support Center Analysts, Level 2 support, or Supervisor as appropriate
• Maintain a comprehensive level of knowledge relative to AOC sponsored automated applications and operational policies and procedures.
• Answer questions and resolve issues related to desktop applications and hardware (printers, USB, folder and drive mapping, etc.) and AOC-sponsored automated systems, using all available resources
• Perform extensive first level problem resolution for Arizona Court Automation Project users
• Create, modify, and remove network and application profiles
• Maintain accurate records of calls and correspondence

Additional responsibilities include providing assistance to QA and systems developers by testing pre-production applications; providing suggestions as to improvements to Support Center operating policies and procedures; and may perform functions of Lead Support Center Analyst in his/her absence.

MINIMUM REQUIREMENTS:

This position requires a high school diploma or equivalent and a minimum of one year experience in assisting customers in the resolution of their technical problems, including hardware and/or software automation problems. This position also requires knowledge of Active Directory, Exchange, and network connectivity; PC proficiency and familiarity with Microsoft Office and Windows; and strong customer focus and commitment to resolving customer problems in a timely and accurate manner.

In addition, this position requires excellent analytical and problems solving skills; excellent verbal, interpersonal, and written communication skills, including active listening; the ability to move from task to task amid interruptions while maintaining a high level of accuracy; the ability to follow-up and keep track of delegated tasks; the ability to understand and follow documented procedures; and the ability to work effectively as a member of a support team.

The preferred candidate will have two years of experience working within a court environment or legal field and/or prior experience utilizing an automated call management/problem tracking information system in accomplishing job responsibilities.

Travel level: none.

SELECTION PROCESS:

Applicants must be currently authorized to work in the United States on a full-time basis. Only applicants whose backgrounds most closely meet the needs of the position may be invited to interview. Requests for a special accommodation to participate in the interview process should be made at the time you are contacted to schedule an interview. The Selection Process may include computer testing (Word, Excel, PowerPoint, Outlook, proofreading, typing, etc.) and first and/or second round panel interviews. This is a Regular, Full-time, non-exempt position.

BENEFITS:

The Arizona Supreme Court, Administrative Office of the Court offers a comprehensive benefits package to include:

• Accrued vacation pay and sick leave
• 10 paid holidays per year
• Retirement plan
• Life insurance and long-term disability insurance
• Optional employee benefits include short-term disability insurance, deferred compensation plans, and supplemental life insurance
• Health and dental insurance
• Terminate a remote work agreement at its discretion.
• By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may

RETIREMENT:

• Positions in this classification participate in the Arizona State Retirement System (ASRS).
• Please note, enrollment eligibility will become effective after 27 weeks of employment.

The Arizona Supreme Court is an EOE/ADA Reasonable Accommodation Employer