Senior Helpdesk Specialist; Remote

Job Summary

The position involves providing comprehensive support to the entire Justice Business Unit (BU) by promptly responding to Help Desk calls, conducting expert triage, and efficiently managing the resolution of customer service tickets. Additionally, maintaining proactive communication with customers during outages and service activities is essential for ensuring a seamless support experience.

• Possesses advanced knowledge of application architecture, including each application component and functionality, to effectively troubleshoot issues.
• As tenured professionals and subject matter experts (SMEs), individuals are cross trained in a range of products within the Justice BU.
• Monitors assignment group queues within the case management system, prioritizing and resolving tickets in a timely manner.
• Conducts thorough application-level troubleshooting, configuration adjustments, and facilitates case resolution to meet customer needs.
• Ensures a comprehensive understanding of the full application functionality and expected performance to provide accurate support.
• Actively contributes to the Knowledge Base, enhancing customer self-service capabilities and assisting fellow agents in resolving issues efficiently.
• Collaborates with various groups such as Application Operations and Hosting Operations, especially in scenarios requiring multi-group coordination.
• Handles diverse support tasks, including data analysis, script assistance, and configuration changes, to address specific customer concerns promptly.
• Perform other duties as assigned.

• Required experience with Court Case Management and Jury Software.
• A minimum of 5-10 years of experience in Help Desk management is mandatory.

• Possesses a thorough understanding of Court and Jury software and associated processes.
• Demonstrates exceptional communication skills to maintain professional and courteous interactions with end-users.

• Office setting with a moderate noise level.
• The employee will work at an individual workstation, using a telephone and computer.

• Must be able to remain seated for extended periods.
• Regular use of a computer and other office machinery, such as printers and copy machines.
• Occasional movement around the office.
• Frequent communication via telephone.

Neumo is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non‑disqualifying physical handicap, and age.