Definition/Description

Under general supervision, this technical level position provides computer workstation and telephone system hardware and software support to court personnel. This position will provide internal desktop support; in person, remotely or via phone, to resolve computer related issues – including, but not limited to: computer hardware, network login, software installs, troubleshooting peripherals, Active Directory, VoIP phones, Microsoft 365, Mobile devices (laptops, smart phones, tablets) Windows 10 Enterprise, etc.
This is the journey level technical classification of the Information Services Technology Technician series. This class is distinguished from the higher level Information Services Specialist in that the latter has the responsibility for mentoring, training, and assigning work to others and/or performing the more complex information technology duties. This particular recruitment is for a technician to provide internal documentation of system changes, monthly reporting analysis of traffic flow, and other clerical support duties related to the Court's telephone system.

Typical Tasks/Representative Duties

• Installs, configures, updates, and repairs new and existing personal computers, monitors, printers, keyboards, video display terminals, and related workstation equipment;
• Advises management of telephone system and data communications connection capabilities;
• Works with telephone company representatives and vendors on effective telephone and data communications for all Court facilities;
• Meets with architects, engineers, building inspectors, and contractors to assure adherence to telephone cable, equipment, and data communications transmission requirements in Court facilities;
• Coordinates pre-installation planning with Facilities Division, telephone companies, and division personnel;
• Responsible for moves, adds, changes, upgrades, service orders, troubleshooting, and maintenance of equipment;
• Monitors capacity limitations within telephone system, recommend additional modifications, and upgrades;
• Audits telephone traffic, measures call volume, and equipment utilization;
• Coordinates with technicians on service order requests and trouble tickets; training and assistance in the use of computers; responds to and resolves user problems related to the use of computer software and hardware; assists system users in solving problems either by phone or in person and, when necessary, refers users to more advanced information services personnel for assistance;
• Generates and distributes periodic reports; reviews and logs information in order to control input and output to the system;
• Maintains data information and telephone system equipment with assistance from the user and others;
• Troubleshoots data information and telephone system equipment and determines the resources required to return the system to optimum performance;
• Monitors systems to isolate or identify problem sources and communicates information, as necessary to programmers and/or vendors;
• Consults with departmental personnel on the utilization of data information and telephone systems;
• Writes reports for distribution to users;
• Identifies, corrects, and resubmits data rejected by the system;
• Transmits data to and receives or retrieves information from other locations;
• Maintains inventory records and control logs of computer software and equipment; maintains problem records and compiles problem histories to identify preventive maintenance needs;
• Maintain user documentation of all PBX applications and voice processing systems;
• Works with the Information Services Specialist class to research and analyze court computer needs; makes recommendations concerning office computer equipment;
• Operates and edits audio/video equipment;
• Provides line support for users;
• Monitors network and/or telephone systems capacities and makes recommendations for modifications or upgrades;
• Maintains documentation of workflow and departmental procedures;
• Monitors and maintains updated information on system trends and best practices;
• Performs other related duties as required.

Employment Standards/Typical Qualifications

A minimum of three years of experience in telephone and/or data systems.

Supplemental Information

Knowledge of:

• Concepts and terms applicable to state-of-the art telephone and data information systems;
• Operation and maintenance of telephone and data information systems equipment similar to that presently used by the Court;
• Tools and testing equipment used in the installation and repair of data and telephone information systems;
• Modern Office practices and procedures;
• Principles of project coordination;
• Telephones equipment and services, such as: electronic private branch exchange systems, automatic call distribution systems, interconnection arrangement, and lease lines;
• Data Communications equipment and services, such as: local area networks, wide area networks, modems, multiplexers, and coaxial cables;
• Cabling plans and data equipment;
• Proficient in troubleshooting both software and hardware using various test equipment including PCs;
• Knowledge of Nortel and Octel systems is desirable.

Ability to:

• Operate and maintain data and telephone information systems equipment similar to that presently used by the Court;
• Write and maintain logs of work performed and actions taken to solve data and telephone systems problems in a clear and concise manner;
• Follow oral and written instructions and modify procedures when necessary;
• Exercise judgment and initiative to identify problems, determine a course of action, and assist in the resolution of systems problems;
• Use tools and testing equipment to troubleshoot, install, and repair data information and telephone systems equipment;
• Plan, organize, and coordinate assigned work with others in similar classifications;
• Initiate effective working relationships and communicate effectively with others, including higher level professional and technical staff and system users at all levels;
• Evaluate Court-wide telephone and data needs and make recommendations;
• Work independently; work within time constraints; work under pressure; adapt to varying circumstances and use sound judgment in the performance of duties.

WORKING CONDITIONS:

The work environment is generally clean, inside buildings, with some exposure to dust, fumes, odors, and noise. Incumbents will be working under sometimes difficult and stressful conditions, with frequent deadlines and expectation to produce high quality work under limited time constraints.The ability to work alone and independently as well as working closely with others is required. Incumbents must be available on 24-hour on-call basis and to work odd and irregular hours. Some positions may require travel to different facilities within the County. A California Driver's License is required.

ESSENTIAL FUNCTIONS:

Specific tasks and duties may vary between assignments, however, the following are considered essential functions expected of the Information Services Technology Technician classification:

• Frequent and ongoing use of a computer terminal to conduct a variety of functions and communications;
• Periodic, regular, and/or occasional contact with employees in other court divisions, government agencies, the public, and/or vendors with the ability to converse and respond appropriately to inquiries and requests;
• Periodic to regular lifting, walking, and carrying of equipment.

PHYSICAL DEMANDS:

• Dexterity, coordination, and/or ability to use a computer keyboard and read a video display terminal on a regular basis;
• Dexterity and coordination to handle binders, books, and single pieces of paper; occasional lifting of objects weighing up to 50 lbs., such as: computers, monitors, printers, and other hardware equipment;
• Frequent need to reach for, install, and/or remove items above and below desk level;
• Standing and sitting for long periods of time is periodically required.

EXAMINATION:

A screening panel will be convened to select those applicants deemed most qualified to participate in a written and/or oral examination. The examination process will include one or more of the following: application appraisal, written examination, and oral examination.

APPLICATION REQUIREMENTS:

This recruitment requires the submission of an on-line application. No paper applications will be accepted. An electronic copy of your Resume must also be submitted as an attachment to this application submission.