Desktop Support Technician I

Class Summary The Desktop Support Technician I provides entry-level technical support and customer service to judges and staff of the Nineteenth Judicial Circuit across Okeechobee, Martin, St. Lucie, and Indian River counties. Support is delivered by telephone, email, remote tools, and in person at courthouse locations throughout the circuit. Responsibilities include troubleshooting desktop hardware, software, and connectivity issues; deploying and configuring end-user equipment; supporting courtroom and meeting audio/visual systems; and documenting work through the helpdesk system. This position operates under general supervision, escalates complex issues to senior Information Technology staff, and builds proficiency in network and court application support. Essential Duties Responds to service requests and incidents through the helpdesk system; diagnoses and resolves hardware, software, operating system, and network connectivity issues on-site and remotely. (25%) Installs, configures, images, and deploys desktops, laptops, tablets, printers, and peripheral devices; performs workstation setup for new hires and office relocations. (15%) Sets up, operates, and performs basic troubleshooting of audio/visual equipment for courtrooms, hearings, meetings, and events, including recording and sound-level checks. (10%) Accurately documents, categorizes, and updates support tickets; escalates complex issues to and coordinates with higher-tier Information Technology staff. (10%) Installs and supports court applications software; assists and trains users on new and existing applications and equipment. (10%) Provides basic support for network operations, user accounts, and server and database environments under the direction of senior staff. (8%) Maintains inventory tracking, asset management, and equipment lifecycle records for court-owned technology. (7%) Creates and maintains knowledge base articles and end-user documentation; prepares clear oral and written reports. (5%) Gathers and analyzes user needs and assists in recommending hardware, software, and network solutions, summarizing them in non-technical terms. (5%) Transports equipment and travels between courthouse locations throughout the circuit; performs other related duties as assigned. (5%) Minimum Education and Experience Guidelines Education Associate's degree from an accredited college or technical school in information technology, computer science, management information systems, or a closely related field. Experience One (1) year of experience in information technology desktop support, help desk, or network/desktop support and administration. Certification, License, and Special Requirements Valid Florida Driver's License to operate a vehicle for travel throughout the circuit. Must successfully complete an FDLE/FBI fingerprint-based background check and CJIS Security Awareness Training prior to access to court and criminal justice information systems. Competencies / Responsibilities Data Responsibility: Uses the helpdesk ticketing system, remote support tools, imaging and deployment tools, and asset inventory records to document and resolve support requests. People Responsibility: Provides direct customer service to judges, court staff, and external partners with varying levels of technical proficiency; works collaboratively with Information Technology staff and vendors. Assets Responsibility: Installs, maintains, and safeguards court-owned computers, peripherals, audio/visual equipment, and related technology; maintains accurate inventory and protects the security of systems and data. Mathematical Requirements: Applies basic arithmetic and logical reasoning to troubleshooting, inventory counts, and equipment configuration. Communications Requirements: Communicates technical information clearly and professionally to non-technical users; writes ticket notes, knowledge base articles, and short reports. Complexity of Work: Performs entry-level to moderately complex technical support tasks requiring attention to detail, problem-solving, and the ability to manage multiple priorities in a fast-paced court environment. Impact of Decisions/Errors: Errors may disrupt courtroom proceedings, staff productivity, or access to court systems; most work is reviewed or escalated as needed. Equipment Usage: Continually uses computers, laptops, printers, copiers, audio/visual equipment, and hand tools. Occasionally climbs ladders, works crouched under desks or in narrow server rooms, lifts and moves equipment up to 40 pounds, and drives between courthouse locations. Safety of Others: Requires some responsibility for the safety of others through safe equipment handling, cabling, and installation practices, and adherence to courthouse security standards. Acknowledgment The duties listed are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee and is subject to change by the employer as the needs of the employer and requirements of the job change. To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential duties and responsibilities. Pay Grade: 0 #J-18808-Ljbffr St. Lucie County Florida