Arizona Supreme Court
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Support Center Analyst II (Job 2332)
at Arizona Supreme Court
Support Center Analyst II (Job 2332)
|Location||Arizona Supreme Court|
Support Center Analyst II
$41,374.00 annualized ($19.89/hourly)
FIRST REVIEW DATE:
August 30, 2019
All positions are open until filled.
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 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 seeking assistance and support with computer systems and AOC-sponsored programs. The primary duties for this position include the following:
- 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
- Provide information, assistance and resources to members of the Arizona legal community via phone and electronic means
- Escalate issues to Lead Support Center Analysts, Level 2 support, or Supervisor as appropriate
- Create, modify, and maintain Knowledge articles with a high degree of accuracy and attention to detail
- Respond to and follow up on issues within prescribed Service Level Agreements
- Maintain accurate records of calls and correspondence
- Create, modify, and remove network and application profiles
- Maintain a comprehensive level of knowledge relative to AOC sponsored automated applications and operational policies and procedures.
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.
This position requires a high school diploma or equivalent and a minimum of one year’s 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.
Applicants must be currently authorized to work in the United States on a full-time basis. Some positions may take 4-6 weeks to fill. 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.
The Arizona Supreme Court is an EOE/ADA Reasonable Accommodation Employer