IT Support Technician

Working under general supervision, performs a wide variety of technical duties relating to the support of local area networks, VoIP system, information systems, audio visual systems, and peripherals. Perform related work as assigned.

The IT Support Technician is appointed by the Court Executive Officer and reports to the IT Department. Incumbent’s immediate supervision may be provided by Senior Staff of the IT Division as directed by the Court Executive Officer.

• Under general supervision to respond to Help Desk calls from court personnel
• Assist court personnel at their desks or remotely with computer, phone, and electronic file tracking issues
• Install and connect computer networking devices and voice and telephone devices
• Monitor data networks for performance
• Troubleshoot network problems using electronic testing equipment
• Maintain switches and routers
• Document network configuration
• Document hardware, network and materials inventories
• Maintain site fiber and copper wire infrastructure
• Conduct network testing
• Assist other technical staff in the IT Division with technical support in computer usage and standards
• Installs, troubleshoots and performs minor repairs on office automation equipment
• Supports and maintains the network which would include e-mail, website software, all desktop and server hardware and software
• Provides user divisions with technical support in computer usage and standards

Education

Completion of college level course work in Management Information Systems, Computer Science, Network Engineering, or a closely related field equivalent to an associate degree.

Experience

One year of IT experience, preferably in network and information system administration and desktop support and maintenance.

OR

Any equivalent combination of education and experience which would provide the required knowledge, skills and abilities is qualifying as determined by the Court Executive Officer.

Knowledge

• Installation, updating, and troubleshooting methods on Windows based workstations and peripherals
• Network cabling standards and testing methods
• Microsoft Windows Server operating systems and hardware
• Microsoft Windows Desktop operating systems
• Microsoft Cloud applications, including Entra ID, SharePoint, Exchange, and OneDrive
• Effective methods to maintaining communication with vendors, suppliers, and co-workers
• Maintenance of IT Help Desk
• Maintain change management record as it pertains to hardware, software and consumables
• Voice over IP phone systems
• Audio visual systems

Ability

• Perform duties independently under general supervision prioritizing specific assignments and tasks
• Diagnose LAN/WAN network and desktop problems and formulate appropriate solutions
• Provide a variety of end-user support services and respond to IT service requests
• Install, update, and support Court workstations and programs
• Provide support of Windows operating systems, Microsoft Office programs, and various Court applications

• Maintain and repair computer equipment
• Research equipment and software for purchasing recommendations
• Maintain department technical documentation and inventories
• Evaluate, procure, install, troubleshoot, and repair both hardware and software systems
• Communicate effectively both orally and in writing with technical and non-technical staff
• Develop and implement maintenance plans for desktops and peripherals, including regular inspections and updates to ensure optimal performance and minimize downtime.
• Perform new user setup in a Hybrid Active Directory environment
• Lift and carry 40 pounds and perform necessary physical tasks
• Work variable hours

Working hours and duration

The working hours are typically Monday through Friday, eight (8) hours a day. Working during evenings and weekends may be required.

Working conditions

The demands and work environment characteristics described here are representative of those that must be met or are encountered by an employee while successfully performing the essential functions of this job. Reasonable accommodation(s) may be available to enable individuals with disabilities to perform the essential functions.

Regularly Required

• Sit at a desk and/or in front of a computer video display terminal
• Twist and bend neck
• Repetitive hand movement while performing computer data entry as well as writing
• Traverse to various court divisions
• Stand
• Push and/or pull drawers of desk and/or file cabinets
• Bend at waist
• Reach above and/or below shoulder height
• Bend, Kneel, crouch, stoop, climb and reach while retrieving materials from shelves and cabinets and while working in and around computer equipment
• Grasp, lift and move items weighing up to 40 lbs.

Frequently Required

• Tolerate a moderate noise level
• Tolerate moderate exposure to dust

Occasionally Required

• Grasp, lift and move items weighing up to 50 lbs.