User Support Technician

The Superior Court of California, County of Orange

Salary: Hourly Range: $36.88 - $45.69 (Anticipated Starting Rate: $36.88)

• Choice of five medical plans
• Defined Benefit Retirement Plan (2.50% at 67 formula)
• Health Reimbursement Arrangement (HRA)
• Vacation and sick leave packages
• 14 paid holidays per year
• Tuition reimbursement
• Optional deferred compensation program (457 plan)

• Receives and responds to inquiries and requests for routine technical assistance from end‑users on computer software and hardware, printers, other peripheral equipment and local area networks; troubleshoots, diagnoses and resolves basic and/or routine hardware, software and network connectivity problems via remote access, on‑site, or by telephone; opens, logs and documents actions taken on problem calls in the help desk software; refers more complex problems to higher level User Support staff for resolution.
• Follows established protocols and procedures, installs, configures, and upgrades hardware and standard software in accordance with established end‑user profiles; configures network connectivity for hardware and devices, including terminal session identifications and network printers; removes programs as needed; checks overall software performance and compatibility with other software and operating systems; modifies software parameters and settings.
• Diagnoses routine hardware, software and network malfunctions; researches potential solutions; replaces components and performs other maintenance and repair; installs and configures replacement equipment and cables; requests, coordinates, and schedules repair of hardware with outside vendors and documents repairs.

• Option I – High school diploma or GED equivalent and two (2) years of full‑time experience supporting end‑users in the use and operation of computer hardware and software.
• Option II – Associate’s degree in computer technology or a closely related technical field (college diploma or official transcripts required).

Physical Requirements: Completion of pre‑employment physical is required, including the ability to lift equipment up to 50 pounds; climb, bend, kneel, and stoop to access cables and data ports; speak clearly and understandably and hear clearly both in‑person and over the telephone; vision for both close and distance work.