Service Delivery Support Technician

Overview

Job Title: Service Delivery Support Technician

Agency: 677 SUPREME COURT

Supervisory Organization: Supreme Court [JM]

Job Type: Regular •
Full/Part-Time: Full time

Compensation: $45,000.00 - $53,700.00

Job Description: Applicants must be authorized to work in the United States without the need for employment-based visa sponsorship now or in the future. The employer does not provide visa sponsorship for current, continued, or future work authorization.

The Administrative Office of the Courts (AOC) is seeking a self-motivated person to join the organization as a Service Delivery Support Technician
. The Service Delivery Support Technician should possess the skills necessary to provide excellent customer service while fielding phone calls and requests for technical assistance by performing question/problem diagnosis and guiding users through systematic solutions in a service desk environment.

FLSA Exemption: Non-exempt.

• Provide excellent customer service by handling requests for assistance in person, by email, or over the phone in a service desk environment.
• Deliver Tier 1 and Tier 2 technical support by diagnosing and troubleshooting complex hardware, software, and network issues.
• Monitor tickets in the IT Service Management (ITSM) system and process them according to priority and ITIL principles for incident, problem, and change management.
• Escalate reported high-priority incidents or problems to ensure visibility and swift resolution.
• Leverage AI tools and emerging technologies to assist with research, troubleshooting, problem diagnosis, and automation of IT support tasks.
• Document internal IT Service Desk procedures, create and maintain accurate solutions in the knowledge base system, and conduct periodic reviews for process improvements.
• Perform software deployments, updates, driver installations, and BIOS updates using endpoint management tools.
• Create and send announcement notifications to customers regarding system outages, security alerts, and new functionality.
• Adhere to security policies and NIST cybersecurity frameworks when handling sensitive information and responding to security-related incidents.
• Assist with user account management and password resets.
• Perform other related duties as assigned.

• Excellent verbal and written communication skills, including the ability to explain complex technical solutions clearly to all levels of the organization.
• Advanced troubleshooting expertise for complex hardware, software, and network issues in a Tier 1 and Tier 2 service desk environment.
• Strong analytical and problem-solving skills, with high attention to detail and adaptability to changing priorities.
• Demonstrated ability to work independently and collaboratively within a team environment.
• Exceptional organizational, customer service, and documentation skills.
• In-depth knowledge of PC hardware.
• Proficiency with current Windows server and client operating systems, Windows Active Directory, Microsoft 365 services (including Teams, SharePoint, and One Drive), Microsoft Intune, Microsoft Entra , and printer queue management.
• Knowledge of Windows-based infrastructure technologies, including file and print services, NTFS share and folder permissions, DNS, wireless, WAN/LAN technologies, printers, and cabling standards.
• Knowledge of ITIL principles for incident, problem, and change management.
• Familiarity with NIST cybersecurity frameworks and best practices for handling sensitive information and responding to security incidents.
• Experience with endpoint management tools and practices for software deployments, updates, driver installations, and BIOS configurations.
• Familiarity with the use of AI tools for research, troubleshooting, and automation in an IT support environment (preferred).

• Two (2) years of information technology employment experience providing successful systems or technical support, required.
• A four-year college degree in Information Technology, Computer Science, or a related field; or the successful completion of a technical course curriculum from an accredited…