ITSD - Help Desk Specialist II

Job Description Summary

Provides technical assistance to court staff for hardware, software and audio/visual technologies at all court locations. Performs the installation, maintenance, repair, removal, and tracking for all court desktop hardware. Performs diagnostics to isolate local user hardware and software issues through structured problem troubleshooting techniques and performs resolution based on problem identification and court procedures. Responds to courtroom and conference room audio/visual service requests or issues, performs analysis to isolate issues, and coordinates with support vendor for issues within contract scope. Responsible for logging all service requests into help desk tracking software and maintaining accurate issue/resolution records. Responsible for rapid identification, isolation and reporting of all reported malicious malware activities.

This is a classified position that reports to Manager, Customer Service & Court Audio/Visual Technology. The incumbent performs duties under general supervision and has no supervisory responsibilities.

Job Description

Please Note: The Court does not sponsor work visas, student visas, or any other type of immigration visas. Candidates must be legally authorized to work in the United States at the time of application and for the duration of employment.

The successful candidate will be required to pass a background check following a conditional offer of employment.

Salary Range:

56,55.00 (27.19) to 62,213(29.91)

Minimum Qualifications

A High School diploma or equivalent G.E.D. Certificate and three (3) years of work experience performing technical computer support; OR an associate’s degree from a college, university or vocational/trade school in computer science, management information systems, or a related field, and two (2) years of technical support work experience; OR any equivalent combination of

experience, training and/or education approved by Human Resources.

Essential Duties:

• Provides level 1 help desk support to all court locations.
• Provides VIP service through direct support or by prompt escalation for level 2 assistance to ensure compliance with VIP service program.
• Provides in-person, telephone, and remote technical support that includes problem identification, research, and troubleshooting for resolution of computer hardware, desktop software, and basic network connectivity problems.
• Utilizes standard troubleshooting techniques and diagnostics tests to identify hardware, software, and network problems in the most efficient manner to provide exceptional customer service.
• Provides support for staff working remotely by troubleshooting VPN, remote desktop, and other related issues to ensure staff are serviced promptly.
• Installs and provides customer support of printers, operating systems, standard office automation applications such as Microsoft Word, Excel, PowerPoint, Teams, SharePoint, electronic mail, and other desktop applications.
• Performs routine hardware and software installations, configurations, testing, maintenance, and upgrades as directed by management.
• Provides audio-visual assistance in the courtroom and to individual staff in using Teams or other remote-participation technology as requested by court customers.
• Provides judicial staff training for using courtroom audio-visual equipment features and responds to courtroom support issues.
• Provides multi-factor-authentication support either remotely or in-person without escalation.
• Processes ITSD access request forms and coordinates with customer to ensure forms are completed properly and are routed based on court procedure and process including hardware setups for new or rotated staff. Tracks assigned computer support requests and related progress until resolved in help desk tracking software. Maintains awareness of software licensing requirements to ensure no software is installed without a corresponding license. Coordinates multiple tasks and priorities to meet established schedules and goals. Tracks help desk supplies and notifies management when replenishment is required. Maintains storage rooms in compliance with procedures and participate in quarterly clean-up, and surplus activities to ensure no items are lost and proper disposal procedures are followed.

Additional Responsibilities/Duties:

• Travels to all court sites to provide required diagnostic and/or implementation services.
• Provides equipment inventory maintenance as assigned.
• Supports bench rotations to ensure judicial staff equipment is installed on schedule, phone numbers are assigned, and access request forms are processed.
• Identifies and reports technology-related policy compliance problems such as approved use, software licensing, and related IT policy compliance issues.
• Participates in training and mentoring other Help Desk Specialists.
• Performs other related duties and projects as assigned.

Must Have Knowledge of:

• Microsoft Windows-based operating systems and Microsoft Office applications including Teams and SharePoint.
• Knowledge of computer operating systems software, hardware, peripheral devices, basic network configurations, communication protocols, connectivity troubleshooting, client/server application concepts, and internet-related disciplines and applications.
• Knowledge of multi-factor-authentication and how to support it.
• Knowledge of diagnostic software applications.
• Skills performing logical and technical troubleshooting in order to provide efficient and effective technology problem diagnosis and resolution.
• Skills in performing and delivering exceptional customer service.
• Ability to organize assignments, follow priorities, meet deadlines, document system errors, and provide management-level updates and reports.
• Ability to be resourceful and effective when troubleshooting new or unfamiliar problems.
• Ability to work effectively individually or in a team environment, including the ability and willingness to cooperate, share information, and assist coworkers with problem solving.
• Ability to communicate effectively and successfully with customers of varying skill levels, communication styles, and personality types.

Physical/Sensory Items:

Typically performs duties in an office environment throughout the court, will routinely be required to lift up to 35 lbs. and carry computers, monitors and printers, and crawl under workstations to connect/disconnect cables and wires. Required to drive a court van to other local sites to provide support.