Senior IT Support Technician Job at Colorado Judicial in Oregon

Notice of Closure of Conejos County Courthouse

Signature of the State Court Administrator approval available on file in the Human Resources Division.

General Statement Of Duties

The Senior IT Support Technician is a tier 3 position that supports all computer-related functions within the Colorado Judicial Department. The Senior IT Support Technician performs a variety of duties including, but not limited to, computer troubleshooting in an office environment that includes desktop/portable and remote devices, all peripheral devices, application and enterprise system support; troubleshooting all computer hardware and software issues; performing computer repairs; installation and configuration of standard business software, as well as custom court-related software. Assists customers and peer groups with advanced troubleshooting, applications, and hardware installations.

Distinguishing Factors

This position is distinguished from an IT Support Technician I and II by expanding the technical role and operational procedures with little supervision and direction and demonstrating a high level of independent decision-making abilities. This involves working directly with customers, monitoring court backups, providing advanced troubleshooting assistance to judicial staff and other IT Support Technicians, determining best practices and standard computing procedures, and fostering good communication between ITS and local administration. The Senior IT Support Technician addresses customer computing needs and resolves assigned service requests, monitors site performance and up-time through ongoing customer communication and feedback. The position recommends and initiates process improvements to maximize operational efficiency, supports a variety of advanced projects and tasks, helps lead, mentor, and coach other IT Support Technician I’s and II’s while also demonstrating a high level of proficiency with regards to department concepts, practices, and protocols.

Essential Functions Of the Position

1. Understands court and probation operating procedures to ensure that problem solutions match user needs in an appropriate manner.
2. Manages and maintains local computing infrastructure and devices within assigned districts or regions and supports IT Support Technicians in their respective regions. This position will include travel throughout the State of Colorado.
3. Works closely with Court Executives, Chief Probation Officers, private probation users, outside agencies and vendors, as well as other court and probation personnel to prioritize daily tasks and projects while providing responsive and timely end-user customer support. Educates end-users and local administration using skills that are appropriate and professional.
4. Leads special project planning and coordination, while also serving as the primary ITS contact throughout the project duration.
5. Demonstrates comprehensive knowledge of ITS policies and procedures and is capable of corresponding with ITS management and local administration both verbally and through written communication.
6. Installs, configures, and maintains mobile devices.
7. Analyzes, prioritizes and oversees daily tasks and educates team members or peer groups as appropriate.
8. Coordinates equipment shipments and receivables, as well as processes surplus equipment in accordance with ITS procedures.
9. Maintains Department IT inventory system by keeping up-to-date and accurate records of serialized asset information.
10. Plans and executes user office moves, adds and changes as required. This may include the involvement of ITS and local administration for large scale moves.
11. Maintains and updates user account information and group permissions.
12. Corresponds with users and staff concerning issue status, resolution and task completion with little need for escalation.
13. Ensures docket monitor systems are functioning properly including maintenance, upgrades, and replacements as needed.
14. Monitors and supports overall server data backup process, performs monthly tape backups, and responds to data restore requests.
15. Troubleshoots advanced LAN/WAN connectivity for all networked devices; coordinates troubleshooting effort with appropriate ITS staff and informs local administration with resolution status.
16. Installs, configures, tests, maintains, monitors, and troubleshoots associated end-user workstation software and networking software products.
17. Assists and leads hardware and software rollouts, special projects and testing within specified deadlines.
18. Collaborates with software analysts and development staff to test, troubleshoot and validate new software programs and applications.
19. Works closely with Technical Support Supervisors to develop project scope, deadlines, and the implementation schedule for future projects pertaining to Department technology needs.
20. Assists with security needs and data recovery to include virus/spam removal with end users.
21. Reports observed security issues/breaches to supervisors within ITS and local administration as necessary.
22. Assists in monitoring ITSM queue, verifying that issues are handled in a timely manner according to SLA guidelines; identifies trends with customer tickets; assists with escalated service tickets and complicated situations.
23. Develops and assists with technical and operational solutions through collaboration with other technical services staff.
24. Attends meetings as required.
25. Performs other duties as assigned.

Minimum Qualifications

Graduation from an accredited college/university with a bachelor’s degree in computer science or related field and four years of professional computer/IT technical support experience.

OR

6 years of professional computer/IT technical support experience either inside or outside the Judicial Department.

Physical Demands

While performing the duties of this job, the employee is regularly required to walk. The employee frequently is required to stand; sit; reach with hands and arms; and perform repetitive motions with wrists, hands, and fingers; stoop, kneel, crouch, or crawl; talk and hear. The employee is occasionally required to climb or balance. The employee must frequently lift and/or move up to 35 pounds.

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and high precarious places. Occasionally handles emergency or crisis situations; frequently subject to interruptions, and multiple calls and inquiries. The noise level in the work environment is usually moderate.