Service Desk Analyst

Cuyahoga County Juvenile Court; Cleveland (OH); On-site; USD 36,000 - 52,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Employee assistance

OPERS retirement

Deferred compensation

Job summary

The Cuyahoga County Juvenile Court seeks a Service Desk Analyst to be the first point of contact for staff, handling calls, emails, and service tickets while troubleshooting hardware, software, and account issues.

You will deploy and configure equipment, maintain the IT asset inventory, support video connections, manage Active Directory, and collaborate with the IT team on projects in a dynamic environment.

Qualifications

• Ability to communicate effectively, both orally and in writing.
• Problem-solve, prioritize work assignments and handle stressful situations.
• Must be knowledgeable of computer and electronic terminology.
• Bachelor’s degree or equivalent experience; 1 year of professional experience required.

Responsibilities

• Oversee the delivery, installation, and set-up of computers and computer-related equipment and software.
• Manage and prioritize helpdesk requests from various internal sources; resolve hardware/software problems.
• Set up hardware and troubleshoot software issues; assist with hardware and printing issues as needed.
• Contribute to and maintain a comprehensive inventory of all computer hardware across Court locations.
• Ensure courtroom microphones are operational and the recording system functions correctly.
• Create and modify user accounts within the Detention Management System and assist with related issues.
• Facilitate video connections between offsite locations and courtrooms.
• Act as liaison between County IT for phone and vendor for printer; schedule repairs/maintenance.
• Manage Active Directory user accounts (creation, modification, deletion).

Skills

Communication skills

Problem solving

Prioritization

Stress management

Computer terminology

Education

Bachelor’s degree or equivalent experience

Job description

Job Title: Service Desk Analyst Salary Grade: 6B (Salary Proc. AA)

Division/Department: Court Operations/Information Services

Reports To: IT Operations Manager Date Posted: 9/18/26

FLSA Status: Non-Exempt Last Revised: 1/6/26

Benefits of Employment

Insurance: Comprehensive Health, Dental, Vision, Life and an Employee Assistance Program. Supplemental Life may be purchased at group rates.

Paid Time Off: Twelve (12) holidays, vacation time (after 6 months) of three (3) weeks per year for the first eight (8) years of service, and sick time.

Retirement: Ohio Public Employees Retirement System (OPERS) with 14% annual employer contribution and Deferred Compensation Plans.

Job Summary

The Service Desk Analyst serves as the first point of contact for Court staff, handling incoming calls, emails, and service tickets. This role involves troubleshooting a variety of technical issues, including hardware, software, user accounts, and other IT-related concerns.

Key responsibilities include:

• Providing prompt and effective technical support to end users
• Assisting with the deployment and configuration of equipment for Court employees
• Maintaining and updating the IT asset inventory system
• Collaborating with other technical support team members on projects and administrative tasks

The ideal candidate is a customer-focused problem solver with strong communication skills and a desire to grow within a dynamic IT environment.

Essential Duties and Responsibilities

To perform this job successfully, an individual must be able to satisfactorily perform each essential duty listed below. Reasonable accommodations will be made for disabled persons covered by the Americans with Disabilities Act, in accordance with its requirements.

Oversee the delivery, installation, and set-up of computers and computer-related equipment and software.

Manage and prioritize helpdesk requests from various internal sources. Respond to incoming calls to resolve hardware and software problems for employees. Set up hardware and troubleshoot software issues. Assist with hardware and printing issues as needed.

Contribute to and help maintain a comprehensive inventory of all computer hardware across various Court locations.

Ensure all courtroom microphones are operational and the recording system is functioning correctly.

Create and modify user accounts within the Detention Management System and assist with related issues.

Facilitate video connections between offsite locations and courtrooms at the Juvenile Justice Center.

Act as a liaison between County IT for phone and vendor for printer. Schedule repair and maintenance of equipment.

Manage Active Directory user accounts, including creation, modification and deletion.

Other duties as assigned.

Supervisory Responsibilities

Has no direct supervisory responsibility for staff members.

Equipment Operated

Standard office equipment and office technology such as copy machines, personal computers and telephones.

Confidential Data

All court-related information regarding hearings, etc. that the employee may come in contact with by working in the facility.

Working Conditions

Works in a general office setting with moderate noise levels.

Usual Physical Demands

While performing the duties of this job, the employee is required to sit, to speak clearly, and to hear. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, depth perception, and ability to adjust focus.

Knowledge, Qualifications, Skills, and Abilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Ability to communicate effectively, both orally and in writing. Ability to problem-solve, prioritize work assignments and handle stressful situations. Must be knowledgeable of computer and electronic terminology.

Education and/or Experience

Bachelor’s Degree or equivalent experience (one [1] year of college = two [2] years of experience)

AND

One (1) year of experience in a professional or corporate environment.

Licensure or Certification Requirements

None

Court Expectations of Employee

In accomplishing the responsibilities of this position, the Court expects that the employee will adhere to the mission and values of the Court as well as all Court policies and procedures. In addition, while carrying out the duties of this position, the employee is expected to model high ethical conduct on and off the job, and exhibit a professional and respectful demeanor with all Court employees.

Court Mission Statement

To administer justice, rehabilitate juveniles, support and strengthen families, and promote public safety.

EEO/ADA/SMOKE-DRUG FREE ENVIRONMENT

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