**Job ID Number** R4251 **Employment Type** Full time **Worksite Flexibility** Onsite **Job Summary** We are looking for a motivated Service Desk Analyst II ready to take us to the next level! If you have troubleshooting and customer support experience, and are looking for your next career move, apply now. **Job Description** We are looking for a **Service Desk Analyst** to be responsible for receiving requests from associates and vendors, and providing the technical support and customer service needed to solve requests This position will be a **full-time contract** and **on-site** . **What You’ll Do** + Answer telephones and emails to 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 ongoing testing, training, and departmental development + Maintain accurate records and call logs for management reporting + Instruct end users in the appropriate use of reference materials as needed + Perform functional testing of 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 + Communicate accurate and useful status updates + Follow quality standards + Work in a team environment **What You'll Need** Required: + 4+ years of experience in a fast-paced customer service role + 4+ years of experience working with end users + Problem-solving and follow-up skills + Excellent oral and written communication + Ability to learn new systems + Experience resolving technical problems Preferred: + A 4-year college degree + 1 year of experience with court software + Experience with the Arkansas Courts **Physical Demands** + Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards. + Sedentary 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 monitor. \#dnp **Reasonable Accommodation Statement** If 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 application.accommodations@cai.io or (888) 824 – 8111. **Equal Employment Opportunity Policy Statement** It 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.