Help Desk Technician

Position Overview

Location:

Capital Judicial Center, Augusta. Salary Range: $27.04–$36.62 per hour. The Help Desk Technician is responsible for providing superior customer service while delivering telephone and in-person technical assistance to users of computers, applications, courtroom audio/video, and other services supported by the Office of Information Technology (OIT). The role also includes inventory control, procurement, and collaboration with systems and network administrators. State‑wide travel may be required.

This position has the potential for partial remote work.

• Responsible for managing incoming telephone calls and e‑mails from computer users who are experiencing problems or have questions about various systems.
• Responsible for diagnosing and troubleshooting software, hardware, and procedural problems and working to minimize downtime resulting from these issues.
• When a ticket submitted to the help desk does not contain enough information to resolve or triage the issue, gathering additional facts or redirecting the problem to other OIT staff as needed.
• Responsible for day‑to‑day logging and tracking for documentation and statistical purposes.
• Responsible for resolving and tracking customer‑reported problems or concerns.
• Based on firsthand experience with calls and tickets, recommending and identifying improvements to the knowledge base.
• Assists in supporting various Judicial Branch information systems, including but not limited to the case management system, email, and authentication services.
• Responsible for contacting appropriate vendors to correct hardware problems in courts.
• Responsible for basic phone‑system user changes.
• Helps users with video‑conferencing software such as Zoom.
• Directly assists users in tier‑one issues (e.g., password resets, application and operating‑system updates, phone‑system support, audio‑video support, etc.).
• Handles inventory control and procurement activities as directed by the Help Desk Support Lead.
• May occasionally include site visits as necessary.

• High school graduation required.
• At least one (1) to three (3) years’ experience working with computer technology in a business environment required.
• One (1) to three (3) years of customer support experience required.
• Experience in providing telephone‑based assistance or instruction required.
• Willingness to learn various computer systems required.
• Must be able to pass a judicial background check.
• Must hold a valid driver’s license and have transportation available.
• An associate degree with one or more technology certifications is preferred (e.g., Apple, Microsoft, COMPTIA, etc.).
• Bachelor’s degree in Information Systems, Business, Communications, or a related field preferred.
• Experience in Judicial Branch operations preferred.
• Experience with video‑conferencing, its operations, and diagnosing typical user issues preferred.
• Experience working in a time‑sensitive, service‑level oriented environment preferred.

• Knowledge of supporting desktop/laptop computers, including a PC and Mac environment.
• Knowledge of supporting mobile devices such as tablets and smartphones.
• Knowledge and expertise in the use and care of office automation tools such as photocopiers, fax machines, Microsoft Office programs, and mail‑postage machines.
• Strong verbal and written communication skills.
• Interpersonal skills necessary to train others in computer systems.
• Effective computer skills;
  Microsoft Office software and other specific software applications.
• Effective analytical and problem‑solving skills.
• Positive attitude and pleasant phone manner.
• Ability to provide outstanding customer service at all times.
• Ability to diagnose and solve computer‑related tier‑one issues.
• Ability to clearly communicate instructions in the use of computer systems in a courteous and pleasant manner.
• Ability to establish and maintain effective interpersonal relationships.
• Ability to work independently and in a team.
• Ability to function constructively in a stressful environment.
• Ability to prepare reports about the problem calls received.
• Ability to diagnose and solve various…