DESCRIPTION

The Administrative Office of the Courts (AOC), located in Cheyenne, Wyoming, seeks to hire a Helpdesk Support Specialist to provide support for all Judicial Branch business software applications. This position assists with the configuration, communication, process analysis, and training of various business software applications. This role will be a primary point of contact for resolving software and process-related issues, and ensuring the smooth operation of court functions.

KNOWLEDGE, SKILLS & ABILITIES:

This position requires an ability to:

• Work effectively with others and maintain cooperative working relationships.
• Communicate clearly, concisely, and effectively with team members and end users.
• Conduct research into issues and products as required.
• Exercise flexibility and good judgment.
• Present information in user-friendly language.
• Work in a team-oriented, collaborative environment.
• Adapt to a rapidly changing environment.
• Learn quickly and creatively solve new problems.
• Quickly navigate between multiple computer applications.

This position requires skills in:

• Excellent customer service.
• Excellent prioritization skills.
• Building positive relationships.
• Clear written and oral communication.
• Analyzing issues and developing solutions.
• Troubleshooting and resolving problems.
• Time management.
• Project management.

This position involves knowledge of:

• Wyoming Judicial Branch case management systems.
• Wyoming laws and statute.
• The design, development, and implementation of judicial branch software solutions, systems, or products.
• Report software, spreadsheets, graphs, and flow charts.
• Microsoft Office 365.

Education: Bachelor’s degree in business, legal studies, management of information systems, or closely related field.
Work Experience: One (1) or more years of business applications, case management, or project management experience. A minimum of four (4) years of work experience is required without a degree.
Preference is given to candidates with direct knowledge and work experience with Branch business applications, project management and/or case management systems.

Help Desk Support

• Support court clerk operations and functions by providing help desk support for Judicial Branch court automation systems. Identify and communicate trends, escalating to 2nd level Help Desk (Leads) as appropriate.
• Provide software and court process support. Assist clerks in resolving accounting and court practice questions within the court applications.
• Lead impromptu video calls with court staff to troubleshoot and resolve real-time issues with various software applications

Customer Service

• Address and resolve issues and concerns raised by stakeholders in a timely and effective manner.
• Provide regular updates to stakeholders on a project or help desk ticket progress, changes to requirements, and potential impacts on timelines.

Documentation

• Create and maintain clear and concise documentation, including user stories, use cases, and process flows.
• Support the creation of test plans and participate in testing activities to validate software functionality.
• Prepare and deliver reports, recommendations, or alternatives that address existing and potential trouble areas in court operating systems across the organization.

Project Coordination

• Contribute ideas for software customization to better meet the needs of the courts.
• Collaborate in the implementation of new court applications, and enhancements to existing applications.

Process Improvement

• Review and analyze the effectiveness and efficiency of existing systems and develop strategies for improving or further leveraging these systems.
• Stay informed about court processes and identify emerging trends in software development and business analysis.
• Actively contribute to the evolution of software applications and technological solutions within the organization.

Software Application Training

• Create knowledge-based articles, Frequently Asked Questions documents and provide details on help desk solutions.
• Assist with creation and review of training materials on various topics and applications, such as user manuals, workbooks, and guides.
• Provide support for the rollout of new software. Support on-site or remote go-live activities of a court onboarding to a new system. Assist the clerks with verifying the migration of data (if applicable) and navigating the new system in the production environment.

All other duties and projects as assigned by the Chief Applications Officer or Applications Project Team Lead.