Information Technology Customer Support Specialist I/II

Sacramento Superior Court; Sacramento (CA); On-site; USD 55,000 - 85,000; Full time

Job summary

Sacramento Superior Court Information Technology Helpdesk seeks an Information Technology Customer Support Specialist to assist and train users on desktop systems, peripherals, and courtroom technologies. You will handle front-line support at the helpdesk or on-site, resolving issues and guiding users.

The role includes monitoring systems, coordinating with vendors, upgrading software, and creating user guides. Level I/II offers opportunities for mentoring and advancement within the IT division.

Qualifications

• Working knowledge of Microsoft desktop operating systems, Microsoft Office Suite Programs, virtual desktop technologies, hybrid courtroom technologies, and other common enterprise-wide applications.
• Working knowledge of LAN/WAN network concepts and procedures; basic troubleshooting techniques.
• Customer service practices and principles.

Responsibilities

• Analyzes and/or resolves issues with hardware, operating systems, software utilities, and other applications for computer systems and network resources.
• Monitors computer systems, servers, networks, and applications for response time, problem prevention, performance, and resource utilization; maintains hardware inventory.
• Coordinates resolution of infrastructure hardware, software, and application problems among vendors, technical support, and customer personnel; coordinates with IT Division.

Skills

Microsoft operating systems

Microsoft Office Suite

Virtual desktop technologies

Hybrid courtroom technologies

LAN/WAN concepts

Troubleshooting

Customer service

Education

Associate’s Degree in computer science or related field

Job description

Information Technology Customer Support Specialists perform customer support duties that include assisting and training clients for desktop computer systems and peripherals, network security and connectivity, and applications used throughout the Sacramento Superior Court. Incumbents typically provide support at a help desk call center or on-site with the user.

DISTINGUISHING CHARACTERISTICS

Information Technology Customer Support Specialist (Level I/II) is one class with two salary levels. The level at which appointments are made and when advancements occur are at the discretion of the appointing authority.

Information Technology Customer Support Specialist (Level I) is the entry and journey level in this series. Under close or general supervision, incumbents perform duties of average difficulty and may receive work direction from an IT Customer Support Specialist (Level II).

Information Technology Customer Support Specialist (Level II) is the advanced journey level or specialist class in this series. Under general supervision, incumbents perform duties of above-average difficulty and may be responsible for mentoring and training other staff. Incumbents are technically proficient in executing their assigned duties. They have the ability to apply specialized knowledge effectively to resolve problems that arise during the course of carrying out their assigned duties.

Duties may include, but are not limited to the following:

1. Analyzes and/or resolves issues with hardware, operating systems, software utilities, and other applications for computer systems and network resources supported by the Sacramento Superior Court.

2. Monitors computer systems, servers, networks, and applications for response time, problem prevention, performance, and resource utilization; maintains and monitors hardware inventory to ensure adequate resources.

3. Coordinates the resolution of infrastructure hardware, software, and application problems among vendors, technical support, and customer personnel; coordinates with other units in the Information Technology Division to provide support when needed.

4. Receives, prioritizes, and responds to service and support requests from other Information Technology units to ensure timely resolution and collaboration across the division.

5. Recommends and implements client-side hardware and software upgrades or new solutions; upgrades software; implements new technologies, including courtroom technology upgrades.

6. Analyzes problems and designs technical solutions to specific user and court needs; provides front-line support to users to ensure systems and devices function effectively; troubleshoots issues and escalates to a higher level when necessary.

7. Researches and acquires knowledge of computer hardware, operating systems, software utilities, and applications available to users.

8. Assists users applying computer training to the work environment; deploys and configures equipment for users.

9. Creates and maintains user accounts to uphold security and accessibility with the Court’s Information Technology Systems.

10. Provides support for hybrid courtroom technologies used by judicial officers, executives, managers, staff, and the public for both onsite and remote participants.

11. Meets with service requestors to evaluate audio/video needs, provides audio/video-related guidance, best practices, and available options, and participates in site inspections to determine event and audio/video-related design.

12. Creates technical documents for use by Information Technology staff and computer training materials for end-users.

13. May lead, train, and provide work direction to technical staff.

Information Technology Customer Support Specialist (Level I):

Either I

Experience: One (1) year of experience in the class of Information Technology Technician (Level I/II).

Or II

Experience: Two (2) years of experience performing operations work for a medium to large-scale computing environment involving responsibility for customer communications, problem analysis on computer equipment and peripherals, program documentation methods, system performance monitoring, and performing network functions.

Substitution: An Associate’s Degree in computer science or a closely related field, or completion of a certificate program that is equivalent to the major coursework for an Associate’s Degree in computer science, may be substituted for one (1) year of the required two (2) years of experience.

Information Technology Customer Support Specialist (Level II):

Either I

Experience: One (1) year of experience in the class of Information Technology Customer Support Specialist (Level I).

Or II

Experience: Three (3) years of experience in the class of Information Technology Technician (Level I/II).

Or III

Experience: Three (3) years of experience in technical applications or information technology operations for a medium to large-scale computing environment involving responsibility for customer communications, problem analysis on computer equipment and peripherals, program documentation methods, system performance monitoring, and performing network functions.

Substitution: An Associate’s Degree in computer science or a closely related field, or completion of a certificate program that is equivalent to the major coursework for an Associate’s Degree in computer science, may be substituted for one (1) year of the required three (3) years of experience.

Knowledge of

Working knowledge of Microsoft desktop operating systems, Microsoft Office Suite Programs, virtual desktop technologies, hybrid courtroom technologies, and other common enterprise-wide applications used by Sacramento Superior Court customers; working knowledge of LAN/WAN network concepts and procedures; basic troubleshooting techniques; customer service practices and principles.

Ability to

Communicate clearly and tactfully when explaining orally and in writing technical and non-technical information; analyze, diagnose and resolve customer problems; operate system utilities and other help desk tools; continuously learn and adapt to changing technologies and equipment; establish and maintain effective working relationships with those contacted in the course of the work; promote and maintain a team environment; prepare and present written and oral reports.

Must be able to pass a criminal history information background check.

Possession of a valid California driver’s license, or the ability to utilize an alternative method of transportation when needed to carry out job-related essential functions.

Hours of Work

The Sacramento Superior Court Information Technology Helpdesk accepts calls during business hours, Monday through Friday. Incumbents may be required to work overtime, irregular hours, and on-call.

TYPICAL PHYSICAL REQUIREMENTS

This position requires the ability to sit, type, or read at a computer for up to four (4) hours. Stand, walk, reach, and crawl (under furniture to install equipment) for periods of up to four (4) hours. Push/pull a hand cart with up to an 80-pound load. Incumbent must be able to lift, move, or set up personal computer equipment, printers, or related equipment which may weigh up to 50 pounds.

TYPICAL WORKING CONDITIONS

The incumbent will perform the majority of their duties within an air-conditioned/heated environment. Duties and functions require working in confined spaces to move and install computer equipment. Occasionally, the incumbent may work in a loading dock area, in closets where network equipment is housed, and outside of buildings where a controlled environment may not be available.