Service Delivery Support Technician

Job Posting Title

Service Delivery Support Technician

Agency

677 SUPREME COURT

Supervisory Organization

Supreme Court [JM]

Job Posting End Date

Refer to the date listed at the top of this posting, if available. Continuous if date is blank.

Note:

Applications will be accepted until 11:59 PM on the day prior to the posting end date above.

Estimated Appointment End Date (Continuous if Blank)

Full/Part-Time

Full time

Job Type

Regular

Compensation

Salary commensurate with education and experience.

Job Description

Eligibility to work in the United States is required. The employer will not sponsor a work visa (H-1B, etc.) to fill this position.

All interviews are in-person / on-site.

Travel expenses will not be provided for in-person interviews.

This position is in-person / on-site only. Remote work is not authorized.

Position

Description:

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.

Responsibilities and Essential Functions will include (but not be limited to) the following:

* Handle customer requests for assistance in person, by email/chat, or over the phone.

* Monitor and respond quickly and effectively to requests received through the IT Helpdesk.

* Provide complex hardware and software troubleshooting expertise for local and remote users.

* Escalate reported issues to the Situation Manager based on severity level.

* Document internal IT Helpdesk procedures and perform periodical reviews for process improvements.

* Monitor IT Helpdesk ITSM system for tickets assigned to the queue and process first-in first-out based on priority.

* Create and maintain accurate documentation in the Knowledge Base System. Assist in creating materials for end user frequently asked questions (FAQ's).

* Participate in incident response calls and provide status communications.

* Create notifications to all users for system outages, security alerts, and implementations of new functionality.

* Maintain inventory of all equipment, software, and software licenses in change management tool.

* Utilize and maintain the IT Helpdesk ITSM software for tickets, incidents, and problem tracking.).

* Participate in Severity calls when appropriate.

* Provide user communications using templates when requested.

* Assist with onboarding/off boarding users and resetting passwords.

* Perform other related duties as assigned.

Knowledge, Skill, and Ability Requirements:

* Excellent communication skills with all levels of the organization and the ability to communicate technical solutions.

* Must possess complex hardware and software troubleshooting expertise.

* Demonstrated ability to work independently and/or collaboratively in a team environment.

* Must possess exceptional organizational, customer service, and writing skills.

* In depth knowledge of server and PC hardware.

* Knowledge of current Windows server, client operating systems, and Windows Active Directory.

* Knowledge of Windows-based infrastructure technologies, including file and print services, new technology file system (NTFS) share and folder permissions, and domain name server (DNS) as it relates to field infrastructure.

* Knowledge of wireless, WAN/LAN technologies, printers, and cabling standards.

Education and Experience Requirements:

* Two (2) years of information and technology employment experience providing successful systems support, required.

* A four-year college degree: or the successful completion of a technical course curriculum from an accredited information and technology institution, preferred.

* A Microsoft Certified Professional (MCP) or equivalent certification, preferred.

* Security awareness training a plus.

* Service Desk knowledge a plus.

Special Requirements :

* Sit or stand for prolonged periods.

Travel:
All AOC positions have the potential to and expectation of requiring employees to travel for normal duties in support of the Judiciary, including and not limited to state Judicial events and national industry conferences.

Work Environment:
This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, photocopiers, and smartphones.

All AOC positions are designated as "In-Person" at one of the authorized work locations. AOC offices are officially open for business from 8:00 AM to 5:00 PM, Monday through Friday.

MIS employees have the expectation of being assigned on-call as defined in 26 CFR 553.221 (d) in support of judicial operations.

Physical Demands:
While performing the duties of this job, the employee is regularly required to talk, hear, comprehend, observe, and evaluate. Specific vision abilities required by this job include…