Senior Helpdesk Specialist (Remote)

Neumo; Houston (TX); Sur place; USD 90 000 - 120 000; Plein temps

Résumé du poste

Neumo is seeking a senior Help Desk Manager to support the Justice Business Unit by responding to calls, triaging issues, and driving timely resolution of tickets. The role requires deep knowledge of Court Case Management and Jury Software, with 5–10 years in Help Desk management, strong communication, and cross-group coordination with Application Operations and Hosting.

You will contribute to knowledge base, monitor queues, and ensure outages are communicated proactively.

Qualifications

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

Responsabilités

• Respond to Help Desk calls and triage issues for quick resolution.
• Maintain proactive communication with customers during outages and service activities.
• Monitor assignment group queues and resolve tickets in a timely manner.
• Troubleshoot at the application level and adjust configurations as needed.
• Contribute to Knowledge Base to improve self-service for customers and agents.
• Collaborate with Application Operations and Hosting Operations for multi-group coordination.
• Perform data analysis, script assistance, and configuration changes as required.
• Perform other duties as assigned.

Connaissances

Help Desk management

Court Case Management

Jury Software

Communication skills

Cross-group coordination

Outils

Court Case Management software

Jury Software

Description du poste

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.

Duties and Responsibilities

• 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.

Education and Experience

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

Knowledge, Skills, and Abilities

• 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.

Work Environment

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

Physical Demands

• 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 Summary

With the backing of four decades of public sector expertise and corporate capability, Neumo has successfully supported government services. Neumo was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.

Neumo is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Neumo offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.

Neumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.

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 .