Help Desk Analyst
Company: STI
Location: Little Rock
Posted on: April 1, 2026
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Job Description:
Title: Help Desk Analyst Location: Little Rock, AR Duration: 4
Months ONSITE Job Description: The Application Help Desk Analyst is
responsible for supporting Users of the Arkansas Court Management
System in identifying issues, problem solving, and software
functionality. ON-SITE ONLY AVAILABLE FOR EXTENSIONS The
Administrative Office of the Courts (AOC) is an agency within the
judicial branch of government that works to support the state
courts on behalf of the Arkansas Supreme Court. The Court
Information Systems Division (CIS) is responsible for providing
technological support to the state’s courts, making court
information available to the public, and developing and
implementing online, court-related services. CIS is a team-based
organization using the Disciplined Agile framework. The Application
Help Desk Analyst is a member of the CIS Application Support Team.
This team is primarily responsible for support AOC-provided court
management applications. The Help Desk Analyst will be responsible
for answering calls and emails from customers, diagnosing problems,
and helping troubleshoot customer support issues. The Analyst will
provide professional and prompt real-time support to customers
seeking support for AOC applications. Requirements: Functional
experience in supportingvarious applications and responding to user
issues with functionality of thoseapplications. At least 3 years in
a fast-paced customer service role Education: 4 year college degree
preferred Role Description: 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 Working Relationships The Help Desk Analyst 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 at all
times and possess the ability to communicate with court personnel
at all levels. Because this can be a fast-paced, high-stress
environment at times, the successful candidate will have a
customer-focused calm demeanor.
Keywords: STI, Little Rock , Help Desk Analyst, IT / Software / Systems , Little Rock, Arkansas
