Senior Technology Support Specialist

Salary : $73,828.32 - $107,921.40 AnnuallyLocation : Los Angeles, CAJob Type: Full-TimeRemote Employment: Flexible/HybridJob Number: R9773ADepartment: 82000 - COURT TECHNOLOGY SERVICESDivision: CTS WORKSTATION STAFFOpening Date: 08/06/2025Closing Date: 8/27/2025 11:59 PM Pacific Position DescriptionThe Superior Court of Los Angeles County is the largest unified trial court in the United States. The Court's 582 judicial officers and its dedicated workforce of over 4,600 full-time employees serving across 36 facilities work purposefully and seamlessly to achieve the mission to provide equal access to justice to all of Los Angeles County. At the heart of the Los Angeles Superior Court is commitment and collaboration between team members who contribute professional skill sets and meaningful work experiences toward the goal of serving the community at large. Accessible career paths, a healthy work-life balance, job stability, and comprehensive total rewards including generous pay and benefits, a robust public sector pension, and Court matched 401K/457 individual savings plans, are just some of the values that the Court offers to every member of its thriving workforce. Plan your future with the Los Angeles Superior Court - connect with us today.ABOUT THE POSITIONAre you a seasoned tech enthusiast eager to tackle complex challenges and drive innovation? Join our dynamic team as a Senior Technology Support Specialist, where your expertise will directly impact critical Court operations. You'll be instrumental in diagnosing and resolving intricate technical issues, managing sophisticated hardware and software, and optimizing our IT processes, including specialized audio-visual (AV) systems. Beyond troubleshooting, you'll empower users through specialized training and contribute vital insights to key technology projects, ensuring seamless operations for all Court technology, from desktops to courtroom audio-visual technology. If you're passionate about elevating IT service quality and thrive in a collaborative, impactful environment, we invite you to apply. For a detailed job description, click here. Please note the requirements in the job description may vary from the requirements in this bulletin. Key responsibilities: Incident Resolution & Analysis - Diagnose and resolve complex, escalated technology issues for all user levels using advanced troubleshooting techniques, to minimize service interruptions and implement preventative solutions for systemic stability.Hardware/Software Management - Install, configure, and maintain intermediate to complex hardware and software systems, including audio-visual (AV) equipment, to optimize performance, enhance security, and align with Court standards.Documentation & Process Improvement - Develop and maintain comprehensive technical documentation, including accurate records, diagrams, and inventories, and identify opportunities to improve IT support processes for greater efficiency and service quality.Strategic Communication - Interpret and apply Court technology policies and effectively translate and communicate complex technical changes to diverse, non-technical stakeholders to ensure understanding and adherence.Technical Project Contribution - Act as a key technical resource on assigned technology projects, including those involving AV system implementation or upgrades, collaborating with internal and external partners to provide expert insights, ensure successful project outcomes, and mentor junior technical staff on best practices.Service Quality Analysis - Analyze patterns in service requests and technology issues using data-driven insights, to identify areas for systemic improvement and propose solutions that enhance overall IT service quality and user satisfaction.THIS IS A TELEWORK ELIGIBLE OPPORTUNITYThis position may be eligible for full or partial telework following an initial training period and contingent upon the needs of the Court. MINIMUM REQUIREMENTSTo qualify, you must meet all the following requirements at the time of application:High School diploma or G.E.D. equivalency -AND- two (2) years' experience in information technology support, including hardware and software.Note: Credit for experience is given based on a 40-hour workweek. Part-time experience is credited on a part-time ratio (e.g., working 20 hours per week for two months equals one month of experience). Overtime does not count toward additional credit. DESIRABLE QUALIFICATIONSAssociate's degree or higher in computer science, information technology, telecommunications, network engineering, or closely related field.Possession of relevant industry-recognized IT certifications (e.g., CompTIA A+, Network+, Security+, Microsoft 365 Certified: Modern Desktop Administrator Associate, ITIL Foundation or Practitioner/Intermediate level, CCNA).Experience providing technical support within a public sector or legal environment.Proficiency with IT Service Management (ITSM) software (e.g., ServiceNow, Jira Service Management, Freshservice) for ticket management, reporting, and knowledge base utilization.Advanced knowledge and hands-on experience with Microsoft Windows operating systems (client and server versions) and Microsoft 365 suite (e.g., Exchange Online, SharePoint Online, Teams).Demonstrated expertise in network troubleshooting and connectivity for local area networks (LANs), wide area networks (WANs), and wireless networks.Familiarity with cybersecurity best practices and principles, including endpoint security, data privacy, and user access management, potentially backed by specialized certifications (e.g., CompTIA Security+, CySA+).Demonstrated expertise in virtualization technologies (e.g., VMware, Hyper-V) and/or cloud platforms (e.g., Azure, AWS, Google Cloud).Experience mentoring or informally leading junior technical staff.Proven track record of successful participation in major IT projects, especially those involving significant system upgrades, migrations, or deployments.Advanced scripting or automation skills (e.g., PowerShell, Python for IT automation, Bash scripting for system administration).APPLICANT SUPPORT & INFORMATIONApplications must be submitted online. Before submitting your application, carefully review ALL the information detailed on our APPLICANT SUPPORT page linked Applicants with disabilities who require reasonable accommodation to participate in the recruitment process may submit a request for accommodation to the email provided below. For additional employment information, please click WHAT TO EXPECT AFTER APPLYINGThis recruitment process may take up to 4-6 weeks to complete. We will notify you of the outcome after each step of the recruitment process, detailed below:EVALUATION: Qualifying evaluation of education, training and experience based upon submitted application and supplemental questionnaire.ASSESSMENT: Applicants who best meet job-related qualifications will be invited to participate in an online assessment measuring network technical support, ability to make quick decisions, maintain good working relationships, analyze information, evaluate critical information, learn quickly, generate new ideas, use time efficiently, quality standards, adapt to change, and strive to achieve goals.ELIGIBILITY: Applicants who successfully pass each (and all) recruitment steps will be placed on an eligible list which will remain active for approximately one (1) year and may be invited to participate in a selection interview. Other vacancies may be filled using this list.Questions regarding this posting may be e-mailed to Follow us on social media!X | | | | | LinkedInLos Angeles Superior Court is an equal opportunity employer.Choices Benefit Plan Benefits may be purchased using a tax-free monthly benefits allowance between $1,149.21 - $2,476.90 for the 2025 plan year (based on number enrolled in medical coverage). If the monthly cost of the benefits selected is less than the monthly allowance, the employee receives the difference as additional taxable pay, up to a maximum of $244.00. For detailed plan information, click here. Insurance The Choices plan includes a robust range of insurance options, including medical, dental, disability, life, and AD&D insurance. Flexible Spending Accounts Employees may contribute up to $266 per month into a tax-free Health Care Spending Account and up to $400 per month tax-free into a Dependent Care Spending Account. The Court contributes up to $375 per month to the Dependent Care Spending Account. Leave Benefits Vacation - All permanent and other designated categories of employees are eligible to earn paid vacation based on years of service. Vacation is based on continuous service and credited at the completion of each consecutive six-month period of employment. Sick leave - Depending on the length of service and employment categories, up to one day of full pay per month of service is accrued monthly for qualifying service. Holidays - 14 days per year. Bereavement leave. Retirement Deferred Compensation Plan (457) - Optional tax-deferred supplemental retirement plan that includes a County match of up to 4% of employee's salary. Retirement Pension Plan administered by the Los Angeles County Employees Retirement Association (LACERA). If the candidate is a "new member" of the County's defined benefit plan (LACERA) on or after January 1, 2013, that person's pension will be limited under the Public Employees' Pension Reform Act (PEPRA). For these purposes, a "new member" is someone who first becomes a member of LACERA on or after January 1, 2013 - that is, someone first employed by the County on or after December 1, 2012 - unless she or he established reciprocity with another public retirement system in which she or he was a member before January 1, 2013. For further information, visit lacera.com. Other Benefits The Commuter Benefit Plan (CBP) - Allows employees to pay for eligible public transit expenses using pre-tax dollars (up to IRS limits). Tuition Reimbursement - The Tuition Reimbursement Program provides eligible employees with tuition assistance (maximum $2000 per fiscal year) for courses toward a degree program at an accredited college and/or university. The program is intended to support the ongoing development of a highly effective workforce at the Court. Employee Assistance Program (EAP)The information contained herein concerning the benefit package available to incumbents in this classification is based on an employee's appointment to a full-time, permanent position in the Court service in this class. The specific benefit package any individual employee may receive is subject to change based on that employee's particular employment status and payroll title.01 INSTRUCTIONS: The information you provide on this application and supplemental questionnaire will be evaluated and used to determine your eligibility to participate in the next phase of the recruitment process. Please be as specific as possible and include all information as requested. A resume or a reference to a resume will not be accepted in lieu of a complete application and questionnaire or considered in determining your eligibility to participate in the next phase of the recruitment process. Incomplete responses, false statements, omission of a material fact, or partial information can result in disqualification from the examination process. Please check the box to indicate you have read and understand these instructions. 02 Senior Technology Support Specialist travel across Los Angeles County courts to resolve complex technical issues, optimize systems, evaluate new technologies, communicate effectively with diverse users, and contribute to key projects, enhancing Court technology services. Please check the box to indicate you have read, understand, and are willing to perform this job requirement. 03 Describe the most technically challenging single incident you've resolved. What was your diagnostic approach, and how did you ensure complete resolution? If no experience, indicate "N/A." 04 Describe your approach to creating and maintaining technical documentation or system records. How do you ensure its accuracy, usability for others, and value for long-term support? If no experience, indicate "N/A." 05 Describe your hands on experience managing the lifecycle of a key hardware or software system (other than AV) after its initial evaluation. What were your responsibilities in its installation, configuration, and ongoing maintenance to ensure optimal performance. If no experience, indicate "N/A." 06 How do you communicate complex technical information to non-technical stakeholders? Give an example where you simplified a concept for clear understanding. If no experience, indicate "N/A." 07 Describe a technology project where your technical expertise was crucial to overcoming a challenge. How did you collaborate to ensure its success? If no experience, indicate "N/A." 08 QUESTIONS 8 - 10 AUDIO VISUAL TECHNOLOGYDescribe a complex audio-visual (AV) system issue you diagnosed and resolved. What specific AV components or signal flow analysis were involved, and how did you ensure the system's optimal functionality afterward? If no experience, indicate "N/A." 09 Describe your experience with audio-visual control systems? Please provide an example of a system you've worked with, including its core components, configuration, and a manufacturer you're familiar with. If no experience, indicate "N/A." 10 You receive a trouble ticket stating that a gooseneck microphone is not working. The system includes a microphone base, XLR cable, and is wired directly into an audio signal processor in a rack. What step-by-step process would you follow to diagnose and resolve the issue? If no experience, indicate "N/A." Required Question