Service Desk Technician

Position Summary

Service Desk Technician. Salary: $55,000 - $59,164. Department:
Information Services.

Reports to:

Deputy CIO/Help Desk Supervisor.

Location:

The Justice Center, 1200 Ontario Street, 9th floor, Cleveland, Ohio 44113.

Hours:

8:30 AM – 4:30 PM (variable shift/hours may apply).

• Associate’s degree in computer science or information technology with two (2) years of computer information systems experience, or equivalent training and experience.

The purpose of this classification is to respond to incoming calls and provide first‑level problem determinations and immediate resolution, referring more difficult problems to proper personnel. The employee performs entry‑level technical work, records calls, enters tickets into the tracking system, and places and monitors service calls with external service providers.

• Answers phone lines and provides first‑level problem determination and resolution; troubleshoots equipment problems and places service calls to maintenance vendors; refers problems to supervisor, other support areas, or higher‑level technicians as necessary; provides first‑level support on applications and operating systems for network‑based personal computers; logs problems and status and enters into tracking system.
• Visits and supports off‑site locations, such as CFS, Juvenile Center, Court Rooms, etc.; troubleshoots desktop and laptop computers, printers, fax machines, and/or other peripheral devices; sets up audio and video equipment for trial use.
• Assists with special projects as assigned, which can include research, presentation, training, audit assistance, data entry, physical file manipulation, scanning operations, and reorganization of department spaces.
• Performs support and training for end‑user software; assists users in a variety of software systems, such as Justice Matters, CRIME, SharePoint, etc.
• Supports or assists users with a variety of technical functions; assists users in printing posters, photos, and documents for use in trials; converts a variety of media into digital file formats; redacts audio and video files per Prosecutor request.
• Maintains equipment inventory integrity using the CCPO Office Inventory system and assists with the annual year‑end physical equipment inventory.

• Detailed working knowledge of Microsoft Office 365 applications including Word, Outlook, Excel, PowerPoint, and Teams; familiarity with the SharePoint 365 environment.
• Ability to follow instructions, follow through, and effectively communicate results.
• Ability to self‑teach and learn new software programs and systems’ technologies.
• Ability to comprehend a variety of informational documents including emails, forms, reports, memos, and correspondence.
• Ability to comprehend a variety of reference books and manuals, including computer software manuals and policies and procedure manuals.
• Ability to prepare presentations, reports, help‑desk ticket responses, emails, and other job‑related documents using prescribed format and conforming to all rules of punctuation, grammar, diction, and style.
• Ability to develop and maintain effective working relationships with a variety of individuals within and outside the Department.

Reasonable accommodation is available to all employees and applicants. If you have a disability that needs to be accommodated, please contact the Human Resources Department.

Equal Opportunity Employer;
Smoke‑free and Drug‑free Workplace.