Superior Court of California, County of Ventura
Lead Information Technology Technician
Superior Court of California, County of Ventura, California, Missouri, United States, 65018
Overview
Under the general supervision of the Information Technology Manager – Infrastructure, the Lead Information Technology Technician classification performs the full range of Information Technology Technician duties and coordinates service requests among the Information Technology Technician team. The role provides mentoring, on-the-job training and guidance to other technicians. The incumbent must possess advanced knowledge of the principles, theories, and best practices of complex technician work. Perform other duties as assigned. DISTINGUISHING CHARACTERISTICS
Besides being responsible for installing, maintaining, and troubleshooting computer hardware and software, providing help desk support, and ensuring optimal system performance, this classification is expected to assist with leadership and direction of the Information Technology Technician team. This includes work assignment monitoring and adjustments, prioritization, and serving as a central point of contact for the Help Desk. Work is typically assigned in terms of general objectives or support areas of responsibility. Regular and punctual attendance is essential. Duties may include, but are not limited to, the following examples: Monitors team workload and performance metrics to ensure timely resolution of service requests and incidents. Act as the primary point of communication when the assigned phone help-desk technician is not available. Responsible for applying or updating procedures for help-desk functions, when needed. Completes performance evaluation forms for other information technology technician team for unit manager's review and approval. Receives inquiries and requests for technical assistance from end users and responds appropriately. Proactively addresses problem areas by recommending effective and appropriate solutions to IT Management team. Troubleshoots, diagnoses and resolves hardware, software and network malfunctions and connectivity problems via remote access, on-site, or by telephone. Logs and documents actions taken on problem calls in the help desk software. Installs, configures, and upgrades hardware and standard software and makes necessary patches in accordance with established end user profiles. Provides consistent effective customer service both internally and externally, including interviewing end-users in person or over the phone to resolve technical problems with desktop computing equipment and software. Establishes and configures network connectivity for hardware and devices. Checks overall software performance and compatibility with other software and operating systems. Modifies software parameters and settings; installs and administers print services. Performs a variety of backup and recovery functions. Evaluates computer hardware and makes recommendations regarding repair or replacement. Establishes and maintains highly effective, end-user-focused working relationships with court managers, Judicial Officers, end users, other ITU staff, representatives of other agencies and others encountered in the course of work. Replaces computer components and performs other maintenance and repair. Installs and configures replacement equipment and cables. Installs, configures, maintains, and supports local and wide area network media and devices, including servers and other devices. Installs and configures new devices to the network. Researches, analyzes, and evaluates existing computer hardware, software or peripheral equipment. Assist with plans for hardware rollout and analyzes performance of rollouts. Provide one-on-one training to end-users on new hardware and software capabilities, uses and functions, in person or by phone. Develops instructions for use in operating and configuring applications and software. Tests and evaluates new and potential equipment and applications. Delivers customer service through efficient and thorough response to requests. Maintains up-to-date technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks and participating in professional associations. Supports conference/courtroom room presentations or sessions that require Audio-Visual (media) systems. Sets up and breaks down video conferencing sessions. Supports media technology used to create multimedia productions. Configures and provides support for Web utilities and hardware related to remote appearances, live streaming, video conferencing and video productions (e.g., Zoom, Microsoft Teams, Cisco Webex, GoToMeeting). Requests, coordinates, schedules and documents repair of hardware with outside vendors. Recommends purchases for new hardware and software. Perform other duties as assigned. Education, License/Certificate, and Experience
Education Requirements : Graduation from high school or equivalent. License/Certificate : A valid California Class C driver license with an acceptable driving record required by time of appointment and throughout employment. Experience Four (4) years of experience supporting end-users in the use and operation of computer hardware and software. Substitution An associate degree in computer technology or comparable degree or the equivalent coursework in a trade or vocational school may be substituted for the required experience. Required Knowledge, Skills and Abilities
Excellent written and verbal communication skills, including the ability to create clear technical documentation and end-user guides. Principles and practices of information technology. Personal computers, including hardware and software and related peripheral equipment. Active Directory structure and functions Basic principles and practices of computer platform and network operating systems, including methods and procedures for establishing network connectivity. Microsoft Windows operating systems. Methods and techniques for the installation and configuration of hardware, software and network connectivity. Methods and techniques for providing customer service and troubleshooting to determine the causes of computer hardware and software problems, device errors and failures. Principles and practices of safety management Federal, state and local laws, codes and regulations pertaining to the use of computer hardware and software. Abilities
Clearly communicate technical information to non-technical users and document procedures according to ITIL guidelines. Skillfully diagnose and resolve technical issues, with the ability to assess system failures and implement corrective actions. Learn and apply new technologies and adapt to changing work environments. Perform highly detailed work on multiple concurrent tasks under strict deadlines and remain calm under pressure. Understand and follow oral and written instructions. Interpret and explain IT department and Court policies and procedures. Attend training programs or workshops to keep up to date with technology. Carry out duties in accordance with policy, procedure, and scope of responsibility. Establish and maintain effective working relationships with those contacted (e.g., customers, vendors) in the course of work. Maintain confidentiality as necessary. Utilize ticket tracking system to document all support incidents. Provide tier 1 and tier 2 IT support. Enforces IT standards and educates employees about compliance issues. Collaborate with other IT team members to deploy new technologies. Physical Requirements
Ability to regularly lift equipment weighing up to 50 pounds; climb, bend, kneel and stoop to access cables and data ports underneath and behind desks and furniture. Ability to perform many of the essential duties both up close and at a distance. Ability to use a personal computer and its peripherals including keyboarding, mouse and monitor use for extended periods of time. Frequent hand and/or wrist motion. Frequent reaching at or above shoulder level. Positions also may require movement throughout the courthouse, other departments, or court locations delivering and/or retrieving computer equipment. Work Environment
Shared office environment with varying degrees of hot and cold air. Requires travel to other court locations. Must be able to traverse indoors and outdoors, over uneven ground and pavement in all types of weather. Constant interruptions, with high volume of telephone and personal interaction. May require exposure to dust, copier, and printer toners. Additional Information
THIS RECRUITMENT IS CONTINUOUS AND MAY BE CLOSED UPON RECEIPT OF SUFFICIENT NUMBER OF QUALIFIED APPLICATIONS. NOTICE TO APPLICANTS : It is essential that you complete all sections of your application and supplemental questionnaire thoroughly and accurately to demonstrate your qualifications. A resume and/or other related documents may be attached to supplement the information in your application and supplemental questionnaire, however, they may not be submitted in lieu of the application. APPLICATION EVALUATION:
Applications will be evaluated as they are received. SUPPLEMENTAL QUESTIONNAIRE:
All applicants are required to complete and submit the questionnaire for this recruitment at the time of submission. The supplemental questionnaire may be used throughout the recruitment process to assist in determining each applicant's qualifications and acceptability for the position. Failure to complete and submit the questionnaire may result in the application being removed from consideration. INTERVIEW PROCESS:
Following an evaluation of the applications, the most qualified candidates will be invited to the interview process. The interviews may be consolidated into one process or expanded into multiple interviews contingent upon the size and quality of the candidate pool.
Date: TBD BACKGROUND INVESTIGATION:
A thorough pre-employment, post-offer background investigation which may include inquiry into past employment, education, criminal background information and driving record may be required for this position.
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Under the general supervision of the Information Technology Manager – Infrastructure, the Lead Information Technology Technician classification performs the full range of Information Technology Technician duties and coordinates service requests among the Information Technology Technician team. The role provides mentoring, on-the-job training and guidance to other technicians. The incumbent must possess advanced knowledge of the principles, theories, and best practices of complex technician work. Perform other duties as assigned. DISTINGUISHING CHARACTERISTICS
Besides being responsible for installing, maintaining, and troubleshooting computer hardware and software, providing help desk support, and ensuring optimal system performance, this classification is expected to assist with leadership and direction of the Information Technology Technician team. This includes work assignment monitoring and adjustments, prioritization, and serving as a central point of contact for the Help Desk. Work is typically assigned in terms of general objectives or support areas of responsibility. Regular and punctual attendance is essential. Duties may include, but are not limited to, the following examples: Monitors team workload and performance metrics to ensure timely resolution of service requests and incidents. Act as the primary point of communication when the assigned phone help-desk technician is not available. Responsible for applying or updating procedures for help-desk functions, when needed. Completes performance evaluation forms for other information technology technician team for unit manager's review and approval. Receives inquiries and requests for technical assistance from end users and responds appropriately. Proactively addresses problem areas by recommending effective and appropriate solutions to IT Management team. Troubleshoots, diagnoses and resolves hardware, software and network malfunctions and connectivity problems via remote access, on-site, or by telephone. Logs and documents actions taken on problem calls in the help desk software. Installs, configures, and upgrades hardware and standard software and makes necessary patches in accordance with established end user profiles. Provides consistent effective customer service both internally and externally, including interviewing end-users in person or over the phone to resolve technical problems with desktop computing equipment and software. Establishes and configures network connectivity for hardware and devices. Checks overall software performance and compatibility with other software and operating systems. Modifies software parameters and settings; installs and administers print services. Performs a variety of backup and recovery functions. Evaluates computer hardware and makes recommendations regarding repair or replacement. Establishes and maintains highly effective, end-user-focused working relationships with court managers, Judicial Officers, end users, other ITU staff, representatives of other agencies and others encountered in the course of work. Replaces computer components and performs other maintenance and repair. Installs and configures replacement equipment and cables. Installs, configures, maintains, and supports local and wide area network media and devices, including servers and other devices. Installs and configures new devices to the network. Researches, analyzes, and evaluates existing computer hardware, software or peripheral equipment. Assist with plans for hardware rollout and analyzes performance of rollouts. Provide one-on-one training to end-users on new hardware and software capabilities, uses and functions, in person or by phone. Develops instructions for use in operating and configuring applications and software. Tests and evaluates new and potential equipment and applications. Delivers customer service through efficient and thorough response to requests. Maintains up-to-date technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks and participating in professional associations. Supports conference/courtroom room presentations or sessions that require Audio-Visual (media) systems. Sets up and breaks down video conferencing sessions. Supports media technology used to create multimedia productions. Configures and provides support for Web utilities and hardware related to remote appearances, live streaming, video conferencing and video productions (e.g., Zoom, Microsoft Teams, Cisco Webex, GoToMeeting). Requests, coordinates, schedules and documents repair of hardware with outside vendors. Recommends purchases for new hardware and software. Perform other duties as assigned. Education, License/Certificate, and Experience
Education Requirements : Graduation from high school or equivalent. License/Certificate : A valid California Class C driver license with an acceptable driving record required by time of appointment and throughout employment. Experience Four (4) years of experience supporting end-users in the use and operation of computer hardware and software. Substitution An associate degree in computer technology or comparable degree or the equivalent coursework in a trade or vocational school may be substituted for the required experience. Required Knowledge, Skills and Abilities
Excellent written and verbal communication skills, including the ability to create clear technical documentation and end-user guides. Principles and practices of information technology. Personal computers, including hardware and software and related peripheral equipment. Active Directory structure and functions Basic principles and practices of computer platform and network operating systems, including methods and procedures for establishing network connectivity. Microsoft Windows operating systems. Methods and techniques for the installation and configuration of hardware, software and network connectivity. Methods and techniques for providing customer service and troubleshooting to determine the causes of computer hardware and software problems, device errors and failures. Principles and practices of safety management Federal, state and local laws, codes and regulations pertaining to the use of computer hardware and software. Abilities
Clearly communicate technical information to non-technical users and document procedures according to ITIL guidelines. Skillfully diagnose and resolve technical issues, with the ability to assess system failures and implement corrective actions. Learn and apply new technologies and adapt to changing work environments. Perform highly detailed work on multiple concurrent tasks under strict deadlines and remain calm under pressure. Understand and follow oral and written instructions. Interpret and explain IT department and Court policies and procedures. Attend training programs or workshops to keep up to date with technology. Carry out duties in accordance with policy, procedure, and scope of responsibility. Establish and maintain effective working relationships with those contacted (e.g., customers, vendors) in the course of work. Maintain confidentiality as necessary. Utilize ticket tracking system to document all support incidents. Provide tier 1 and tier 2 IT support. Enforces IT standards and educates employees about compliance issues. Collaborate with other IT team members to deploy new technologies. Physical Requirements
Ability to regularly lift equipment weighing up to 50 pounds; climb, bend, kneel and stoop to access cables and data ports underneath and behind desks and furniture. Ability to perform many of the essential duties both up close and at a distance. Ability to use a personal computer and its peripherals including keyboarding, mouse and monitor use for extended periods of time. Frequent hand and/or wrist motion. Frequent reaching at or above shoulder level. Positions also may require movement throughout the courthouse, other departments, or court locations delivering and/or retrieving computer equipment. Work Environment
Shared office environment with varying degrees of hot and cold air. Requires travel to other court locations. Must be able to traverse indoors and outdoors, over uneven ground and pavement in all types of weather. Constant interruptions, with high volume of telephone and personal interaction. May require exposure to dust, copier, and printer toners. Additional Information
THIS RECRUITMENT IS CONTINUOUS AND MAY BE CLOSED UPON RECEIPT OF SUFFICIENT NUMBER OF QUALIFIED APPLICATIONS. NOTICE TO APPLICANTS : It is essential that you complete all sections of your application and supplemental questionnaire thoroughly and accurately to demonstrate your qualifications. A resume and/or other related documents may be attached to supplement the information in your application and supplemental questionnaire, however, they may not be submitted in lieu of the application. APPLICATION EVALUATION:
Applications will be evaluated as they are received. SUPPLEMENTAL QUESTIONNAIRE:
All applicants are required to complete and submit the questionnaire for this recruitment at the time of submission. The supplemental questionnaire may be used throughout the recruitment process to assist in determining each applicant's qualifications and acceptability for the position. Failure to complete and submit the questionnaire may result in the application being removed from consideration. INTERVIEW PROCESS:
Following an evaluation of the applications, the most qualified candidates will be invited to the interview process. The interviews may be consolidated into one process or expanded into multiple interviews contingent upon the size and quality of the candidate pool.
Date: TBD BACKGROUND INVESTIGATION:
A thorough pre-employment, post-offer background investigation which may include inquiry into past employment, education, criminal background information and driving record may be required for this position.
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