Under Development Features: Talent Bank/Pool, VMS Intigration, Analytics, Social Integration, Reports, API Integration, Resource and Timesheets Management, Company Admin

Under Development Features: Talent Bank/Pool, VMS, Analytics, Social/API Integration, Company Admin

Help Desk Support (982 views)

 Little Rock, AR
January 27, 2020

***** Direct Client Requirement ****

Title: Help Desk Support

Location: Little Rock, AR

Duration: 10 Months

Rate: DOE

Interview Type:   In Person

Work Status:  Successful applicants must be legally authorized to work in the U.S.

Job Type: C2C, C2H ,W2

Experience: 4 YEARS

The Help Desk Support Agent will be responsible for diagnosing problems and troubleshooting as well as maintaining professional and prompt real-time support to customers in support of AOC applications, including the case management system.

Local Candidates

In-Person Interviews

The Administrative Office of the Courts (AOC) is the administrative arm of the Arkansas Supreme Court.  The Court Information Services Division is responsible for providing technological and application support to the State’s courts, and is also responsible for the Arkansas Court Automation Program, a statewide initiative to automate case management in Arkansas courts.

The Help Desk Support Agent will be part of a small, dynamic CIS Automation Project Team tasked with the state-wide roll-out of Contexte, a court case management system.  This position will be primarily responsible for diagnosing problems and troubleshooting as well as maintaining professional and prompt real-time support to customers.  Because of the dynamic structure of this Project Team, other duties may include assistance with training and testing efforts.

Years of Experience:3 or more years field experience

Education: 2 year college degree or equivalent technical study

Role Description: All roles specified in SI 1 plus the following

Provide support to customers via telephone, e-mail, etc.

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 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 ACS Contexte 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.

Anticipate and resolve issues specific to the team.

Determine time estimates and schedule for own work and resolve issues in a timely manner.

Identify and track issues, risks and action items.

Basic knowledge of electrical/mechanical principles and basic electronics.

Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.

Communicate accurate and useful status updates.

Follow quality standards.

Ability to work in a team environment

Working Relationships

The Help Desk Agent has 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.   Must maintain a high degree of integrity, decorum and respect for trainees at all times and possess the ability to communicate with court personnel at all levels.

Required / Desired Skills

Technical Help Desk Support

Required 4 Years

Working with end users

Required 4 Years

Problem solving and follow-up skills

Required 4 Years


Required 4 Years

Excellent oral and written communication

Required 4 Years

Ability to learn new systems


Experience with the Arkansas Courts

Highly desired

Experience with Court Systems

Highly desired





Apply here or Please send to resumes@sohanit.com

Position Keywords: Technical Help Desk Support

Pay Rate: DOE

Job Duration: 12 Months

% Travel Required: None

Job Posted by: Consulting Services

Job ID: 619749

Work Authorization: Successful applicants must be legally authorized to work in the U.S

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