Service Desk Analyst
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Job Description
Service Desk Analyst providing IT support for Appellate and Bankruptcy Case Management. Troubleshooting issues and ensuring resolution to enhance system performance and user experience.
Responsibilities:
- Provide support for CM/ECF
- Utilize ITSM tool to create or track issues/requests
- Provide timely updates to tickets
- Perform remote troubleshooting
- Determine the best solution based on the issue and details provided by user
- Properly escalate unresolved queries to the next level of support
- Ensure proper recording, documentation, and closure for each issue
- Follow up with users, provide feedback and see problems through to resolution
- Preserve and grow the knowledge base for supported applications
- Review and provide recommendations regarding application instructional or procedural documentation
Requirements:
- Bachelor's with 2-5 years (or commensurate experience)
- Minimum 2 years of IT work experience
- Strong understanding of troubleshooting IT issues
- Flexibility and adaptability to handle different product service calls
- Good verbal and written communication skills
- Clearance Required: Must be able to acquire and maintain an AOUSC Public Trust
Benefits:
- Employee Assistance Program (EAP)
- Corporate Discounts
- Learning & Development platform
- Training, Education and Certification Assistance
- Referral Bonus Program
- Internal Mobility Program
- Pet Insurance
- Flexible Work Environment
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