Please don’t change the subject line.


My name is *Praveen* and I am a technical recruiter with *Infotech Global,
Inc*. Please find a position we currently have available with one of our
direct client. I have included a description of the project below. This is a
Position with *State Government Client* Please take a few moments to review,
and let me know if this is something you might be interested in exploring
further. If you are interested in learning more about this opportunity,
please contact me at the number below or respond to this email ASAP.

Please send me an updated Word Formatted resume. Should you not be
interested in this particular position, we do have many other opportunities
available that I would be happy to review with you.  I look forward to
hearing from you, and working with you in the future. Please feel free to
call me at any time. You can also refer somebody if you think this is a good
match for him the same will be highly appreciated.

Req. Class:      HDS : HDS 1 : A1 : SC2

*Requirement Details   *

Client Name:                  State of Arkansas

Title/Role:                      AOC-2nd Help Desk Support 1 SC 2

Req. Status:                   Open

No. of Openings:             1

No. Filled:                      0

                                   Region Description:

*Requirement Description        *

Engagement Type:


Short Description:
The Help Desk Support Agent will be responsible for diagnosing problems and
troubleshooting end user problems with third party software in support of
the statewide rollout of the case management system. This is not a
networking position.

Complete Description:
The Administrative Office of the Courts (AOC) is the administrative arm of
the Arkansas Supreme Court. The Court Information Services Division is
responsible for providing technological support to the State’s courts, and
is also responsible for the Arkansas Court Automation Project, a statewide
initiative to automate case management in Arkansas courts.

The Help Desk Support Agent will be part of a small, dynamic CIS Automation
Project Team tasked with the state-wide roll-out of Contexte, a court case
management system. This position will be primarily responsible for
diagnosing problems and troubleshooting as well as maintaining professional
and prompt real-time support to customers. Because of the dynamic structure
of this Project Team, other duties may include assistance with training and
testing efforts.

Years of Experience:3 or more years field experience
Education: 2 year college degree or equivalent technical study

Role Description: All roles specified in SI 1 plus the following
Provide support to customers via telephone, e-mail, etc.
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 on-going training and departmental development.
Maintain accurate records and call logs for management reporting.
As needed, instruct end users in the appropriate use of reference materials
Performs functional testing of the ACS Contexte 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.
Strong communication skills; both written and spoken.
Ability to work independently as well as part of a team environment.
Ability to work under pressure is an essential function of the job.
Anticipate and resolve issues specific to the team.
Determine time estimates and schedule for own work and resolve issues in a
timely manner.
Identify and track issues, risks and action items.
Basic knowledge of electrical/mechanical principles and basic electronics.
Makes appropriate use of reference publications and diagnostic aids in
resolving technical problems.
Communicate accurate and useful status updates.
Follow quality standards.
Ability to work in a team environment

Working Relationships
The Help Desk Agent has regular contact with elected court officials and
court staff throughout the state, department staff, other state
agency/institutions personnel, clients/students, and personnel of regulated
entities. Must maintain a high degree of integrity, decorum and respect for
trainees at all times and possess the ability to communicate with court
personnel at all levels.

*   Required / Desired Skills      *

Required / Desired                    Amount of Experience*

Excellent oral and written communication          Required                2

Software Help Desk Support                             Required
  2  Years

Working with end users
Required                2  Years

Problem solving and follow-up skills                   Required
  2  Years

Required                2  Years

Ability to learn new systems

Experience with the Arkansas Courts                Highly desired

Experience with ACS products Banner or Contexte
Highly desired

Global Candidate Requirements

*   Certification and Screening Criteria            *

*Description                           Valid Location(s)
Date Achieved    Exp. Date                    Cert #
Y/N                                             Comment*

Arkansas Police Background Check

*   Questions For Requirement *

*   Client Information    *

Worksite Address:   625 Marshall St, Ste 1100 Little Rock, AR


Praveen Dixit

Technical Recruiter

Infotech Global, Inc. (IGI)

371 Hoes Lane

Piscataway NJ, 08854

Direct:  732.271.0600 Ext. 1707

Fax:      732.271.8568


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