Help Desk Technician

The Placer Superior Court is looking for a Help Desk Technician who enjoys technology, solving problems, and helping people. This position is an important part of our IT team and provides hands-on technical support to judicial officers, court staff, justice partners, and members of the public who use Court technology and digital services. The successful candidate will have strong IT fundamentals and troubleshooting skills, with the ability to investigate hardware, software, network, and end-user issues and work through problems to an effective resolution.

Equally important is the ability to communicate clearly and provide patient, professional service to customers with different levels of technical experience. You'll work alongside other IT professionals, gain exposure to a broad range of technologies and have opportunities to learn and grow. If you are curious, dependable, enjoy figuring out how things work, and take pride in providing great service, this position might be a great fit for you!

This is an entry-level classification and must perform various technology-related duties and troubleshooting tasks, of minimal to average difficulty. At this level, the incumbent is under close supervision. As experience is gained, there is greater independence, within the established guidelines and operating procedures.

This is the journey-level classification for the Help Desk Technician series. At this level, the incumbent is under general supervision and has responsibility for more complex technology-related duties and troubleshooting tasks.

This series class is specifically distinguished from the Information Technology Analyst classification in that the latter design, recommend and build automated information systems.

Help Desk Technician positions are flexibly staffed; incumbents advance to the higher level after the requisite knowledge, skills and proficiencies are mastered.

When assigned, all of the essential functions and tasks listed below must be accomplished effectively, are standard, and may not be inclusive of all functions and tasks that may be assigned. The Court reserves the right to assign or reassign duties as required to achieve business and operational objectives. Essential functions and tasks may include, but are not limited to those listed below.

• Receive and respond to inquiries and requests for technical assistance from end-users on computer software and hardware, printers, other peripheral equipment, local area networks, various other platform connections and secure access.
• Diagnose hardware, software and network connectivity problems using standard techniques.
• Maintain the Court's help desk ticketing system and monitor for any trends or open issues.
• Install, configure and update new and existing personal computers and laptops, scanners, kiosks, and other office equipment.
• Perform basic maintenance on printers and copiers; responsible for coordinating the repair of the copiers and printers with the Court's vendors.
• Provide basic technical support on the Voice-Over-IP phone systems, including deploying new IP phones and helping court users with basic functions.
• Provide basic support for the various audio/video systems.
• Maintain inventory records and control logs of computer software and equipment; maintain problem records and compile histories to identify preventive maintenance needs.
• Provide support for external customers for the Court's remote appearance system.
• Assist with connecting personal computers, servers, printers, scanners, kiosk, copiers, phone and other network related equipment to the Local Area Network.
• Maintain inventory of basic supplies for printers, copiers, kiosks and the Court's file tracking system.
• Maintain inventory of ready to deploy equipment which including personal computers, laptops, monitors, printers, scanners, copiers, audio/video equipment, keyboards and mice.
• May assist with or maintain the Court's website and other online services using common tools and programs.
• Install network equipment and cabling as required.
• Maintain physical inventory of all tracked Information Technology assets.
• May assist other members of the Information Technology Division with projects or basic troubleshooting.
• May perform duties at any Placer County Superior Court facility and/or other Superior Courts or judicial branch entities within the state of California.

Knowledge of:

• Workstation and laptop computer…