Senior Helpdesk Specialist

Avenu Insights & Analytics

Senior Helpdesk Specialist providing support by responding to Help Desk calls and resolving customer service tickets for the Justice Business Unit. Requires advanced knowledge of Court and Jury software.

Posted 7/18/2026full-timeRemote • Alabama, Iowa, New Mexico, Texas • 🇺🇸 United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Expertise in Help Desk Management and Court Case Management Software, with a strong focus on application architecture and customer service resolution. Proven ability to communicate effectively and maintain professional interactions while managing customer inquiries and technical issues.

Highest-signal resume keywords

Help Desk ManagementCourt Case Management SoftwareJury SoftwareApplication ArchitectureCustomer Service Resolution

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Application-Level TroubleshootingConfiguration AdjustmentsCase Management SystemTicket ResolutionKnowledge Base Contribution

Soft Skills

Exceptional Communication SkillsProfessional Interactions

Industry Keywords

Justice Business UnitCustomer Service TicketsProactive CommunicationEnd-User Support

About the role

Key responsibilities & impact

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.
Maintaining proactive communication with customers during outages and service activities.
Possesses advanced knowledge of application architecture, including each application component and functionality, to effectively troubleshoot issues.
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.
Actively contributes to the Knowledge Base, enhancing customer self-service capabilities and assisting fellow agents in resolving issues efficiently.

Requirements

What you’ll need

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.

Benefits

Comp & perks

competitive benefits and compensation package