JOB
OPEN UNTIL FILLED. Applications are evaluated as received. Please upload your resume and cover letter with the application (REQUIRED). This is an on-site position located at 110 W. Congress Street, Tucson, AZ 85701 or 240 N. Stone Ave, Tucson, AZ 85701.Provides technical assistance to court staff for hardware, software and audio/visual technologies at all court locations. Performs the installation, maintenance, repair, removal, and tracking for all court desktop hardware. Performs diagnostics to isolate local user hardware and software issues through structured problem troubleshooting techniques and performs resolution based on problem identification and court procedures. Responds to courtroom and conference room audio/visual service requests or issues, performs analysis to isolate issues, and coordinates with support vendor for issues within contract scope. Responsible for logging all service requests into help desk tracking software and maintaining accurate issue/resolution records. Responsible for rapid identification, isolation and reporting of all reported malicious malware activities.
EXAMPLE OF DUTIES
Provides level 1 help desk support to all court locations.Provides VIP service through direct support or by prompt escalation for level 2 assistance to ensure compliance with VIP service program.Provides in-person, telephone, and remote technical support that includes problem identification, research, and troubleshooting for resolution of computer hardware, desktop software, and basic network connectivity problems.Utilizes standard troubleshooting techniques and diagnostics tests to identify hardware, software, and network problems in the most efficient manner to provide exceptional customer service.Provides support for staff working remotely by troubleshooting VPN, remote desktop, and other related issues to ensure staff are serviced promptly.Installs and provides customer support of printers, operating systems, standard office automation applications such as Microsoft Word, Excel, PowerPoint, Teams, SharePoint, electronic mail, and other desktop applications.Performs routine hardware and software installations, configurations, testing, maintenance, and upgrades as directed by management.Provides audio-visual assistance in the courtroom and to individual staff in using Teams or other remote-participation technology as requested by court customers. Provides judicial staff training for using courtroom audio-visual equipment features and responds to courtroom support issues.Provides multi-factor-authentication support either remotely or in-person without escalation.Processes ITSD access request forms and coordinates with customer to ensure forms are completed properly and are routed based on court procedure and process including hardware setups for new or rotated staff.Tracks assigned computer support requests and related progress until resolved in help desk tracking software.Maintains awareness of software licensing requirements to ensure no software is installed without a corresponding license.Coordinates multiple tasks and priorities to meet established schedules and goals. Tracks help desk supplies and notifies management when replenishment is required.Maintains storage rooms in compliance with procedures and participate in quarterly clean-up, and surplus activities to ensure no items are lost and proper disposal procedures are followed.
SUPPLEMENTAL INFORMATION
LICENSES AND CERTIFICATES: Must have a valid Arizona driver's license at the time of appointment. PHYSICAL DEMANDS/WORKING CONDITIONS: Typically performs duties in an office environment throughout the court, will routinely be required to lift up to 35 lbs and carry computers, monitors and printers, and crawl under workstations to connect/disconnect cables and wires. Required to drive a court van to other local sites to provide support.