Customer Services Technician

About the role

The Maryland Judiciary offers a generous benefit package including medical, dental, vision, life insurance, paid time off, paid holidays, tuition assistance, continuing education programs, employee assistance programs, and State Retirement and Pension plans. Telework, up to 2 days per week, may also be available.

Essential Job Functions

• Triage and translate customer issues received via phone, email, support ticket, instant message and/or in person communications.
• Provide troubleshooting support, answer questions, and route calls to appropriate groups.
• Apply understanding of technologies and applications used by the Judiciary, its users, and the groups that directly support them to resolve customer service issues, to include but not limited to password resets, account troubleshooting, and accessing computer software.
• Track existing JIS support tickets to ensure proper assignment and timely resolution are consistently achieved.
• Other duties or tasks as assigned by management.

Minimum Qualifications

• Education: High School Diploma or GED.
• Experience: Three (3) years of formal information technology, desktop support, IT customer support, IT customer service, or technology management experience.
• Knowledge: Windows, remote access communications and support, wireless network access technologies and hardware, and MSOffice applications.
• Skills: Interpersonal relations and customer service, effective verbal and written communication, ability to follow established JIS policies and procedures, interaction with management and the Judiciary userbase at a variety of levels with integrity and professionalism, handling confidential information with tact and poise, being punctual, organized, and self-motivated, adapting quickly and easily to changing organizational needs, learning and thinking critically, ensuring proper recording, documentation, routing, and closure of incidents, learning and understanding support needs for Judiciary's application portfolio, to include both COTS and in-house applications, achieving desired results while working collaboratively in a team environment.

Physical Requirements

Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Equipment, Machinery And Tools

Standard office equipment to include, but not limited to, personal computer, copier, and telephone.

Software And Computer Skills

Typical Office tools utilized during daily management activities (e.g., email, messaging, word processing, spreadsheets, presentation software, collaboration tools, etc.).