Service Desk Analyst II

Job ID NumberR4726Employment TypeFull timeWorksite FlexibilityOnsiteJob SummaryWe are looking for a motivated Service Desk Analyst ready to take us to the next level! If you have experience with application support and working with end users, and are looking for your next career move, apply now.Job DescriptionWe are looking for a Service Desk Analyst to support end users in identifying issues, problem solving, and software functionality. This position will be full-time contract and onsite.What You'll DoAnswer telephones and emails and provide support to application usersIdentify, evaluate and prioritize customer problems and servicesUtilize all technical resources to solve customer problemsEscalate unresolved calls to appropriate support staff or service groupAdhere to defined Help Desk procedures and standardsParticipate in ongoing testing, training and departmental developmentMaintain accurate records and call logs for management reportingInstruct end users in the appropriate use of reference materials as neededPerform functional testing of the software as related to preparation for training materials and other related responsibilities as required or assignedRead and comprehend technical service manuals and publicationsDetect and correct equipment errorsPrioritize and schedule own workloadAssist in coordination of changes, upgrades and new productsManage and report time spent on all work activitiesComplete assigned tasksCommunicate accurate and useful status updatesFollow quality standardsWork independently as well as part of a team environmentAbility to work under pressureWhat You'll Need4+ years of experience working with end users4+ years of experience with problem solving and follow-up skills4+ years of experience with excellent oral and written communication3+ years of assisting/supporting end users with software application functionality3+ years of customer support experienceAbility to learn new systemsExperience resolving technical problemsExperience in supporting various applications and responding to user issues with functionality of those applicationsPreferred:4-year college degreeExperience with court softwareExperience with the Arkansas CourtsPhysical DemandsAbility to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standardsSedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitorReasonable Accommodation StatementIf you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to or (888) 824 - 8111.Equal Employment Opportunity Policy StatementIt is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

Created: 2025-02-06