JA IT Service Technician - CITeS Division - (County Funded)

Salary: $42,432.26 annually (non-negotiable; successful candidate will be hired at the minimum salary).

Description

The IT Service Technician provides technical support for AOC Judges, Judicial Assistants, Bailiffs, General Magistrates, Court Administrators, Division Directors, AOC staff, and external system users of cMAP. Support is provided onsite or by phone in response to email inquiries. The IT Service Technician documents and resolves level 1 issues, prioritizes and escalates technology incidents or requests, and ensures excellent customer service through timely and professional diagnosis, resolution, and follow-up. Strong organization skills and a good understanding of Microsoft Office applications are required.

Responsibilities

• Troubleshoots, repairs, installs, and maintains PC-related hardware on the Circuit’s network.
• Organizes and prioritizes requests for service on an as-needed basis.
• Works with vendors to resolve hardware and software problems.
• Visits offices throughout the 11th Judicial Circuit to troubleshoot, repair, and maintain data equipment, including workstations, portable/laptop computers, scanners, monitors, printers, telephones, multi-function devices, modems, and other peripherals.
• Tracks technical inventory and work orders, ensuring information is updated and accurate in the Information Technology Department’s work order tracking system.
• Assists in developing specifications and recommends computer-related purchases to management.
• Coordinates work orders for the installation of new equipment, ensuring software, data migration, and network connectivity for user migration across the enterprise.
• Plans, schedules, and coordinates new operating system releases, software/hardware changes, and preventative maintenance.
• Adheres to Court Information Technology Services IT Governance policies and procedures.
• Provides software support on approved applications and operating systems.
• Assists with special projects as needed.
• Escalates problems to management or appropriate secondary support resources when necessary.
• Performs related work as required.

Requirements

• Graduation from an accredited college or university with an associate's degree in Computer Science, Management of Information Systems, Computer Technology, or an equivalent technical institution certificate; OR one to three years of Information Systems work experience providing end-user technical assistance.
• A+, ITIL V3, MCP, or MCSA certification preferred but not required.
• Valid Florida driver license is required.

Skills

• Experience troubleshooting and resolving VPN (Virtual Private Network) and VDI (Virtual Desktop Infrastructure) issues.
• Experience troubleshooting and resolving Zoom-related issues.
• Ability to communicate technical solutions clearly and professionally in a user-friendly manner, including one-on-one end-user training.
• Experience assisting Network Technicians and senior technical staff with troubleshooting network printer problems.
• Working knowledge of email management, web browsing troubleshooting, and administration of the Microsoft Productivity Suite.
• Experience in deployment, management, troubleshooting, and repair of desktop-based hardware and software, with a thorough understanding of networking concepts.
• Experience conducting hardware and software inventory database maintenance and reporting.
• Strong interpersonal and communication skills, with the ability to work effectively in a diverse environment.
• Thorough knowledge of email and calendaring functions.
• Ability to provide hardware and software support by phone and in person.
• Ability to follow instructions, work under supervision, and multitask.
• Ability to work effectively in a team environment.
• Consistent punctuality and reliability.
• Excellent problem-solving and organizational skills.

Working Conditions

• Physical Demands: Must be able to lift up to 50 lbs. Work involves significant sitting, walking, standing, bending, talking, listening, and reaching with hands and arms to troubleshoot, repair, and maintain data equipment across the 11th Judicial Circuit’s courthouses in Miami-Dade County. Some risk of electrical shock.
• Communication: Ability to communicate clearly and effectively using grammatically accurate language, both verbally and in writing.