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

Salary Range: 59,675.00 to 65,645

Minimum Qualifications:

A High School diploma or equivalent G.E.D. Certificate and five (5) 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 three (3) years of technical support work experience; OR, any equivalent combination of experience, training and/or education approved by Human Resources.

Essential Duties:

• Provides advanced 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 defined 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.
• Performs leadership role in maintaining compliance to storage procedures and leading 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.
• Ensures that proper equipment inventory maintenance is followed.
• 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.

Knowledge of:

Must have:

• Advanced knowledge of Microsoft Windows-based operating systems and Microsoft Office applications including Teams and SharePoint.
• Advanced 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.
• Advanced knowledge of multi-factor-authentication and how to support it.
• Advanced knowledge of diagnostic software applications.
• Advanced skills performing logical and technical troubleshooting in order to provide efficient and effective technology problem diagnosis and resolution.
• Advanced 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.

Licenses and Certificates:

• Must have a valid Arizona Driver's License at time of appointment.

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.