IT Service Delivery Technician

Position Title: IT Service Delivery Technician

Effective Date: February 2026

Salary Grade/Range: Grade 13: $52,000 - $67,000

FLSA Status: Non-Exempt

EEO Job Category: Technicians

This position provides advanced front-line user support and serves as a primary contact for clients who experience service interruptions or seek assistance with information technology issues, products, services, and court applications. Incumbents use in-depth knowledge of computer technology and processes to provide support services to end-users or other technical support personnel in resolving user problems. Additionally, this position functions as an internal point of escalation for other service delivery technicians, providing a higher level of instruction and problem solving.

This position reports to the IT Service Delivery Manager.

(The examples provided do not cover all of the duties which the incumbent of this position may be required to perform.)

• Serves as the primary customer contact for all incoming and assigned service desk cases by providing telephone, web-based, and in-person technical support;
• Provides tier one hardware and software (including, but not limited to, court application software, PC software, public access software) technical support to a variety of individuals;
• Answers routine technology questions as well as questions regarding court applications;
• Installs, tests, troubleshoots, maintains, and documents hardware and software products;
• Implements and monitors personal computer standards and procedures;
• Identifies, evaluates, and corrects hardware, software, and operational problems;
• Coordinates hardware and software updates from vendors in partnership with team members;
• Proactive maintenance and monitoring using advanced tools and solutions;
• Provides technical guidance and one-to-one training to end-users regarding hardware usage, software applications, and updates;
• Learns new software applications and technologies through working directly with technical staff and/or customers, as well as structured classroom or on-line training materials;
• Monitors problem/change activities and coordinates the involvement of staff, clients, and vendors to ensure effective planning, training, and implementation of new or enhanced systems or applications;
• Maintains thorough and informed service desk incident logs;

• Uses, updates, and assists in the maintenance of the service desk incident tracking tool and the service desk knowledge base;
• Addresses all incoming incidents quickly and efficiently, tracking progress through provided ticketing software and verifying user satisfaction upon resolution.
• Creates and documents training materials for the instruction and training of level I technicians;
• As directed by the team lead, outlines and executes team projects and larger scale operations;
• Escalates complex issues and requests for assistance to third-tier support personnel and/or external teams;
• Identifies, recommends, documents, and implements new processes to enhance support for end-users;
• Acquires, maintains and expands knowledge of relevant technology and applications to improve support;
• Advocates for all supported users including, but not limited to employees, public users, and vendors;
• Actively works to facilitate teamwork, communication, and training for all team members;
• Performs other duties as assigned.

The Idaho Courts reserve the right to consider an equivalent combination of education, training, and/or experience necessary to successfully perform the major responsibilities of the position.

• Two years of higher education or an Associate’s Degree in Computer Science or a related field;
• One year of experience installing and maintaining computer hardware, software, and peripherals (scanners, printers, etc.) in a network and/or multi-platform environment as well as identifying, evaluating and resolving computer and system problems including compatibility conflicts, application operations, and hardware malfunctions;
• Experience learning new business environments and application software strongly preferred;
• Experience with service desk software;
• Industry certification such as…