TJJD - IT Customer Support MCL

We are committed to transforming lives and building safter communities by working collaboratively, communicating openly, and upholding the highest standards of integrity and professionalism. Our team models accountability, transparency, and respect, taking proactive steps to ensure the physical and emotional safety of youth, staff, and the community. We strive for excellence through continuous growth, thoughtful decision making, and mission driven collaboration, supporting one another while embracing challenges that lead to meaningful, long-term impact.

Performs entry-level computer systems support work in a help desk setting. Work involves providing first-line assistance for operational problems of agency information technology systems and automated office equipment in a stand-alone, network environment at the assigned high security correctional facility for juveniles.

Works under close supervision, with minimal latitude for the use of initiative and independent judgment. May be required to work in excess of 40 hours per workweek, be on-call 24/7, and travel occasionally.

Assist with prioritizing incoming operational issues and requests for technical assistance related to computers, software, and standard office equipment; identifies and logs the type of problem or request; and monitors the status to ensure a timely resolution. (40%)

Provides routine technical assistance troubleshooting software and hardware problems, as well as office equipment such as phones, DVR, printers, and fax machines; and recognizes and escalates difficult problems to a higher level of support. (10%)

Provides guidance to employees on installation standards, operating standards, new procedures, and peripheral equipment functions. Installs, maintains, and performs minor repairs to hardware, software, or office equipment. (10%)

Assists in maintaining records of daily data communication transactions, problems, remedial actions taken, and installation activities. Assists with equipment set up for employee use, including the installation of cables, operating systems, or appropriate software. Assists in the update of computers and software. Assists in maintaining inventory of information technology assets. (30%)

May check out and check in computer and other office equipment; and run security software. (5%)

Reports any presence or perception of racial, ethnic, and/or gender disparities.

Performs a variety of related duties not listed, to be determined and assigned as needed.

Performs all duties in compliance with agency safety policies and procedures:

• Reports safety hazards and corrects hazards when possible.

Attends work on a regular and predictable schedule in accordance with agency attendance and leave policies.

Associates degree with major course work in Information Technology or related field.

Experience providing IT support in government or correctional environments.

Two years of customer service experience in an IT environment.

• One year of appropriate experience may substitute for one year of college (30 course hours) on a year for year basis.
• Completed course hours of undergraduate study may substitute for up to four years of experience on a basis of 30 course hours for one year of experience.
• Completed course hours of graduate study may substitute for up to two years of experience on a basis of 12 graduate course hours for one year of experience.
• Practices, principles, and techniques of computer operations.
• Information systems.
• Computer software and hardware.
• Information security policies and procedures.
• Microsoft Office including:
  Word, Excel, PowerPoint, Outlook and Teams.
• Support of computers.
• Use of applicable programs and systems.
• Troubleshooting information systems.

Ability to:

• Operate information technology…