ITSD - Help Desk Specialist II

Provides technical assistance to court staff for hardware, software and audio/visual technologies at all court locations. Performs the installation, maintenance, repair, removal, and tracking for all court desktop hardware. Performs diagnostics to isolate local user hardware and software issues through structured problem troubleshooting techniques and performs resolution based on problem identification and court procedures. Responds to courtroom and conference room audio/visual service requests or issues, performs analysis to isolate issues, and coordinates with support vendor for issues within contract scope.

Responsible for logging all service requests into help desk tracking software and maintaining accurate issue/resolution records. Responsible for rapid identification, isolation and reporting of all reported malicious malware activities.

Provides technical assistance to court staff for hardware, software and audio/visual technologies at all court locations. Performs the installation, maintenance, repair, removal, and tracking for all court desktop hardware. Performs diagnostics to isolate local user hardware and software issues through structured problem troubleshooting techniques and performs resolution based on problem identification and court procedures. Responds to courtroom and conference room audio/visual service requests or issues, performs analysis to isolate issues, and coordinates with support vendor for issues within contract scope.

Responsible for logging all service requests into help desk tracking software and maintaining accurate issue/resolution records. Responsible for rapid identification, isolation and reporting of all reported malicious malware activities.

This is a classified position that reports to Manager, Customer Service & Court Audio/Visual Technology. The incumbent performs duties under general supervision and has no supervisory responsibilities.

Please Note: The Court does not sponsor work visas, student visas, or any other type of immigration visas. Candidates must be legally authorized to work in the United States at the time of application and for the duration of employment.

The successful candidate will be required to pass a background check following a conditional offer of employment.

56,55.00 (27.19) to 62,)

A High School diploma or equivalent G.E.D. Certificate and three (3) years of work experience performing technical computer support; OR an associate’s degree from a college, university or vocational/trade school in computer science, management information systems, or a related field, and two (2) years of technical support work experience; OR any equivalent combination of experience, training and/or education approved by Human Resources.

• Provides level 1 help desk support to all court locations.
• Provides VIP service through direct support or by prompt escalation for level 2 assistance to ensure compliance with VIP service program.
• Provides in-person, telephone, and remote technical support that includes problem identification, research, and troubleshooting for resolution of computer hardware, desktop software, and basic network connectivity problems.
• Utilizes standard troubleshooting techniques and diagnostics tests to identify hardware, software, and network problems in the most efficient manner to provide exceptional customer service.
• Provides support for staff working remotely by troubleshooting VPN, remote desktop, and other related issues to ensure staff are serviced promptly.
• Installs and provides customer support of printers, operating systems, standard office automation applications such as Microsoft Word, Excel, PowerPoint, Teams,…