IT Support Level 1

IT Support is responsible for support, coordination, communication, and maintenance of hardware, software, systems, and/or electronic records. This position applies industry standard PC concepts and skills, to provide solutions to problems; accepting responsibility, leading by example, and communicating effectively.

Applies basic ideas and practices with limited specialty knowledge to resolve problems related to technology support, maintenance of PC/laptops/tablets/monitors/ docking stations/ phone, printers and other end-point devices operated by employees of SCPDA.

• Research resolutions prior to escalating an issue and documents solutions to novel issues.
• Provide routine solutions to problems.
• Record events, issues and problems reported in person on the ticketing system.
• Research resolutions prior to escalating an issue.
• Create knowledge articles to facilitate knowledge transfer.
• Perform user administration task.
• Perform device deployments with proficiency.
• Ensure backups are functioning properly and restore files from backup.
• Complete work relating to support, maintenance, operation and administration of association applications, systems, networks, phones, and personal productivity devices and network devices.
• Meet assignment deadlines in projects that incorporate technology support, maintenance, operation and administration of association applications, systems, networks, phones, and personal productivity devices and network devices.
• Routinely apply general knowledge and familiarity with information technology to deliver work in support of continuous delivery of services in the area of technology support.
• Prioritize collaboration and cooperation in your interactions with all Defenders. Hold yourself accountable when contributing to differences in power and identity, and act in ways which honor the authenticity, value, and dignity of each Defender.
• Seek to cultivate constructive relationships with court stakeholders for the benefit of clients, and represent SCPDA with mindfulness, compassion, and consideration towards others.
• Advance and/or progress toward recognizing and naming racism and other oppress ions within our work.
• Intentionally engage in antiracism learning using a framework (example: Awareness, Knowledge, Skills, and Action).
• Adhere to company policies and procedures.
• Participate in meetings as requested.
• Performs other duties as assigned.

• High School diploma or GED; AND one six months of experience working with IT systems,
• Able to build new capacities for learning and seek opportunities to expand your approach to problem-solving.
• Ability to align your actions with the rules and guidelines of professional conduct when interacting with stakeholders in the court system.
• Ability to curiously explore and incorporate perspectives different from your own.
• Ability to use personal computer technology to enhance job proficiency.
• Ability to participate in groups and teams as assigned to bring general technical knowledge of different types to the association.
• Ability to work well with others and communicate with colleagues with respect.
• Ability to take direction in a variant of written and/or oral instructions.
• Ability to curiously explore and incorporate perspectives different from your own.
• Ability to thrive in an environment with frequent interruptions.
  
  Ability to create, use and follow effective documentation.
• Proficient in Microsoft Office Word, Excel, and Outlook. Ability to learn and use a variety of software applications.
• Able to operate standard office equipment.
• Ability to maintain ethical and professional standards of the office and observe strict confidentiality.

• Frequent standing, walking, and sitting.
• Frequent lifting and carrying up to 10 pounds.
• Occasional lifting and carrying up to 20 pounds.
• Must be able to work at computer or desk area for extended periods of time.
• Requires ability, with or without accommodation, to use computer screen and other electronic devices, input information, read and interpret data from the screen.
• Other hazards are those present in a typical office or courtroom.
• As a Defender you are encouraged to aspire to be a dynamic colleague within the Association that elevates deliberativeness over reactivity and take responsibility for intention and impact.

This job description provides an outline of essential functions and is not all-inclusive. SCPDA may modify it at any time.