Senior Helpdesk Specialist

Job Summary

Providing comprehensive support to the Justice Business Unit, the full-time Senior Helpdesk Specialist will respond to Help Desk calls, manage customer service tickets, and maintain proactive communication with customers during outages, all in a remote setting.

Key responsibilities:

• Conduct expert triage and application-level troubleshooting to resolve customer issues efficiently
• Monitor and prioritize tickets within the case management system, ensuring timely resolutions
• Contribute to the Knowledge Base to enhance customer self-service capabilities and assist fellow agents

Required qualifications:

• 5-10 years of experience in Help Desk management is mandatory
• Required experience with Court Case Management and Jury Software
• Thorough understanding of Court and Jury software and associated processes