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ATC · 2 months ago

IT End User Support Analyst

Little Rock, AR

Contract

Onsite

Mid Level

3+ years exp

ATC is an agency within the judicial branch of government that supports the state courts. The IT End User Support Analyst is responsible for providing real-time support to customers for AOC applications, diagnosing problems, and troubleshooting customer issues.

Internet

Responsibilities

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

Qualification

Customer service experienceTechnical troubleshootingHelp Desk proceduresFunctional testingCommunication skillsTeamworkWork under pressure

Required

At least 3 years in a fast-paced customer service role