Information Technology Customer Support Specialist I/II
Listed on 2026-10-18
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IT/Tech
HelpDesk/Support, IT Support, Technical Support, Systems Administrator
Information Technology Customer Support Specialists perform customer support duties that include assisting and training clients for desktop computer systems and peripherals, network security and connectivity, and applications used throughout the Sacramento Superior Court. Incumbents typically provide support at a help desk call center or on-site with the user.
DISTINGUISHING CHARACTERISTICSInformation Technology Customer Support Specialist (Level I/II) is one class with two salary levels. The level at which appointments are made and when advancements occur are at the discretion of the appointing authority.
Information Technology Customer Support Specialist (Level I) is the entry and journey level in this series. Under close or general supervision, incumbents perform duties of average difficulty and may receive work direction from an IT Customer Support Specialist (Level II).
Information Technology Customer Support Specialist (Level II) is the advanced journey level or specialist class in this series. Under general supervision, incumbents perform duties of above-average difficulty and may be responsible for mentoring and training other staff. Incumbents are technically proficient in executing their assigned duties. They have the ability to apply specialized knowledge effectively to resolve problems that arise during the course of carrying out their assigned duties.
Duties may include, but are not limited to the following:
Analyzes and/or resolves issues with hardware, operating systems, software utilities, and other applications for computer systems and network resources supported by the Sacramento Superior Court.
Monitors computer systems, servers, networks, and applications for response time, problem prevention, performance, and resource utilization; maintains and monitors hardware inventory to ensure adequate resources.
Coordinates the resolution of infrastructure hardware, software, and application problems among vendors, technical support, and customer personnel; coordinates with other units in the Information Technology Division to provide support when needed.
Receives, prioritizes, and responds to service and support requests from other Information Technology units to ensure timely resolution and collaboration across the division.
Recommends and implements client-side hardware and software upgrades or new solutions; upgrades software; implements new technologies, including courtroom technology upgrades.
Analyzes problems and designs technical solutions to specific user and court needs; provides front-line support to users to ensure systems and devices function effectively; troubleshoots issues and escalates to a higher level when necessary.
Researches and acquires knowledge of computer hardware, operating systems, software utilities, and applications available to users.
Assists users applying computer training to the work environment; deploys and configures equipment for users.
Creates and maintains user accounts to uphold security and accessibility with the Court’s Information Technology Systems.
Provides support for hybrid courtroom technologies used by judicial officers, executives, managers, staff, and the public for both onsite and remote participants.
Meets with service requestors to evaluate audio/video needs, provides audio/video-related guidance, best practices, and available options, and participates in site inspections to determine event and audio/video-related design.
Creates technical documents for use by Information Technology staff and computer training materials for end-users.
May lead, train, and provide work direction to technical staff.
Either I
Experience:
One (1) year of experience in the class of Information…
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