The mission of the District Attorney’s Office is to keep the community safe and to make the criminal justice system better through the fair and ethical prosecution of criminal offenders, while seeking justice for victims of crime.
 
Responds to technical support inquiries regarding computer related equipment and software (including desktops, laptops, communications equipment, tablets, computer related peripherals, desktop software and enterprise software applications) while providing a high level of customer service to customers by focusing on responsiveness and effective communication. Proactively works to address issues before they arise. Effective at empathizing with customers regarding their IT needs. Assists the IT Department with new project implementations and equipment inventory.

The District Attorney's office has elected to consider a range of experience for this vacancy. A candidate's qualifications will determine the level at which they are hired. 

IT Technician I: $27.000 - $39.150 (Hourly); $56,160.00 - $81,432.00 (Annually)
IT Technician II: $28.620 - $41.499 (Hourly); $59,529.60 - $86,317.92 (Annually)
IT Technician III: $30.337 - $43.989 (Hourly); $63,101.38 - $91,497.00 (Annually)

IT Technician I

• Provide tier one technical support for the IT Unit, responding to requests for technical assistance in person, via phone and electronically. 
• Diagnose and resolve technical issues related to hardware, software applications, desktop printers, and audio/visual equipment and escalate problems to appropriate technical personnel. 
• Assist with installing, configuring and maintaining desktop workstations, laptops, tablets, scanning equipment, printers, operating systems, and productivity software.
• Research questions using available information resources. Advise customers on appropriate actions. 
• Identify and escalate situations requiring urgent attention. 
• Track and route problems and requests and document resolutions. 
• Prepare activity reports. 
• Stay current with system information, changes and updates. 
• Aid in creation and maintenance of knowledge articles and standard operating procedures. 
• Imaging computers using PXE boot and other methods.

IT Technician II

• All of the above, plus
• Independently identify and remediate gaps in knowledge articles and standard operating procedures.
• Proactively identify IT-related issues and work independently to solve.

IT Technician III

• All of the above, plus
• Lead IT Technician efforts across the team, organizing and prioritizing technician workload along with supervisor input. 
• Drive knowledge management and knowledge base maturation and best practices with supervisor input. 
• Drive technician level operational process improvement efforts to ensure repeatability, efficiency and sustainability in technician and IT-related office workflows.
• Assist with business intelligence and ticket-based reporting and metrics analysis.
• Document and maintain the architecture of infrastructure, storage, and networking.
• Address technical debt by routinely patching infrastructure, storage, and network hardware and software.

• Excellent oral and written communication skills.
• Ability to learn quickly.
• Customer service orientated.
• Planning and organization skills.
• Ability to troubleshoot and resolve basic networking issues 
• Ability to document information and procedures while applying a keen understanding of the intended audience. 
• Working knowledge of computer software, hardware and related equipment.
• Working knowledge of Microsoft Windows operating systems and the Microsoft Office suite of products (including Word, Excel, PowerPoint and Outlook).
• Knowledge and experience of customer empathizing and service oriented

• 1 - 3 years Help Desk Support experience preferred.
• Experience with ticketing and knowledge management (knowledge article writing and updating).
• Previous experience as part of an IT unit in a criminal justice/law enforcement environment is preferred.
• A certification preferred.
• Experience building and maintaining images using configuration manager and wsus
• Experience with Microsoft O365 a plus.

• All of the above, plus
• Experience in training junior level IT Technician staff as needed.
• Work with little to no direct supervision on routine tasks
• Experience building and maintaining images using configuration manager and wsus
• Experience with Microsoft O365 a plus.

• All of the above, plus
• Experience in performing basic data analysis and reporting.
• Experience with Power BI a plus.
• Experience with knowledge base management and article template development and management a plus.
• Basic process improvement experience a plus.
• Experience with Microsoft O365 a plus.