Help Desk Support Specialist III

About the role

Under general supervision, the Help Desk Support Specialist III analyzes, troubleshoots and solves end user technology problems to ensure a high level of customer support and services are consistently provided to all Judicial Branch employees. This includes providing technical support for applications, workstations, peripherals, mobile devices, shared resources, and end-user account administration. The position also assists in the administration, maintenance, security, and support of SCJB’s technology-enhanced courtrooms (TEC) and digital court reporter (DCR) systems located throughout the state.

Responsibilities

• Analyzes, troubleshoots, and provides solutions to issues relating to judicial technology, hardware, and software for all SCJB employees
• Assembles, configures, installs and maintains computer equipment, peripherals, and mobile devices
• Works closely with networking department to deploy laptop/desktop images
• Serves as subject matter expert for Microsoft Office and Office 365 applications
• Provides remote support for SCJB’s IT equipment and dedicated internet used for electronic court recordings and video conferencing technology for TEC/DCR courtrooms in family and circuit court
• Serves as liaison for Court Reporters and Networking addressing audio/video (AV) and networking issues that may occur in courtrooms across the state; opens tickets with AV or digital court reporter vendors when necessary
• Analyzes digital recordings to identify the root cause of incidents, images new or replacement TEC computers, and addresses computer or login issues in remote courtrooms
• Proactively informs Court Services of equipment malfunctions or technical issues in trial court settings and responds promptly to urgent assistance requests during court proceedings
• Attends county site visits and assists with training on TEC courtroom technology, necessitating travel to various courtrooms
• Assists with end-user account creation and management for on-premise systems and utilizes cloud identity and device management solutions to manage users and courtroom computers for the digital court reporter systems
• Ensures computers are up-to-date with security patches and encrypted
• Assists in the development and documentation of test procedures used to resolve or escalate issues relating to requests for technical support within the ticketing application
• Provides advanced conference room and courtroom support/setup and training
• Diagnoses issues by running diagnostic tools including Performance Monitor, Reliability Monitor and Hardware Diagnostics tools at startup
• Repairs advanced problems in response to customer reported technical issues
• Performs troubleshooting using industry standards and resolves security issues related to anti-virus, anti-malware, hard drive encryption, email encryption, and external media encryption
• Assists with recording changes in assignment and location of computer equipment for inventory purposes including surplus equipment using Ivanti Asset Manager
• Distributes and coordinates completion of annual inventory reports of circuit and family court assets
• Utilizes the Help Desk ticketing system to track problems from initial occurrence through resolution
• Provides secondary application support for Ivanti Service Manager including asset entry, form changes and user profile administration
• Assists with the rollout of Windows updates/versions to end users to maintain security of SCJB issued equipment
• Performs regular evaluations of computer hardware, software, mobile devices and provides recommendations to management to ensure adequate end user support for business processes
• Assists with laptop imaging and deployment process

Requirements

• A bachelor’s degree in Computer Science, Technology Management or Business Administration and three or more years of combined documented Help Desk and AV support experience; OR
• An associate degree in Computer Science, Technology Management or Business Administration and at least four years of combined documented Help Desk and AV experience; OR
• A high school diploma and at least six years of combined documented experience working in Help Desk specific technologies
• Related experience may be substituted for the bachelor’s degree on a year-for-year basis
• One of the following certifications is required: A+, Network+, Security+, MCP, MOS, or MTA
• Knowledgeable in computer system operations, office automation systems, data communications, application installations, and troubleshooting techniques
• Experience working in a Help Desk role providing technical and software application support to end users
• Working knowledge of AV, Windows 10 or greater, Active Directory, Microsoft Office/Office 365 application suite, Mobile Devices, industry standard internet browsers, networking, and network printing
• Experience in hardware and software systems setup
• Experience in desktop deployment, desktop support, mobile device management, Microsoft Office application support, user account management, peripheral troubleshooting, desktop imaging/deployment, antivirus and anti-malware products, and ticketing systems

Preferred Qualifications

• One to two years of experience as a digital court reporter or AV technician
• Working experience with AV equipment
• Knowledge of specialized vocabulary used in judicial proceedings
• Basic computer and networking knowledge
• Experience with audio playback software
• Familiarity with cameras, HDMI converters, cabling and microphones
• Working knowledge of cloud-based storage solutions
• Basic understanding of user account management on local PCs and cloud joined identity management solutions such as Azure AD
• Three of the following certifications are preferred: A+, Network+, Security+, MCP, MOS, MTA; OR four or more years with recent experience applicable to Help Desk functions
• Familiar with SharePoint, Crystal Reports and Audio Visual technologies

Benefits

• Health, Dental, Vision, Long Term Disability, and Life Insurance for Employee, Spouse, and Children
• State Retirement Plan and Deferred Compensation Programs (Temporary positions have option to enroll)
• 15 days paid annual (vacation) leave per year
• 15 days paid sick leave per year
• Option to designate 10 days of earned paid sick leave per year as family sick leave
• 13 paid state holidays
• Paid Parental Leave
• Workers’ Compensation Benefits