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**$50,000 - $55,311 Commensurate with education and experience.
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.
** 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.
* 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.
* Please no agencies – direct applicants only.  
*
* HOW TO APPLY:

** Upload a
** single PDF
** document containing a cover letter and resume. In the cover letter
** include
* * your salary expectations and availability date or notice requirements. Do not include other documents unless specifically requested.  #
** SERVICE DELIVERY SUPPORT TECHNICIAN*
* ** 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.  
** Salary:
** Commensurate with education and experience.
** FLSA Exemption:
** Non-exempt.
** Responsibilities and Essential Functions will include (but not be limited to) the following:
*** 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.  
** Knowledge, Skill, and Ability Requirements:
*** 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…