Technical Support Analyst

The Data Migration Field Support Technician performs a variety of duties including, but not limited to, new hardware deployments, portable and remote devices; all peripheral devices; data migration of emails and documents to central M365 tenant.

General Position Summary:

The Data Migration Field Support Technician supports data migration efforts for the Idaho Supreme Court in the trial courts. The position is located based in Boise, Idaho and requires the resource to be fully onsite for the role.

How We Work:

The Administrative Office of the Courts is committed to supporting the mission of the Idaho Courts through the use of an agile approach that aligns strategy, work, and capacity. This approach empowers our employees to respond quickly and efficiently to meet the needs of our customers: citizens, courts, judges, employees, and other stakeholders. We believe in continual improvement of our services and products to better serve and support our customers and the evolving environment. Employees are future-focused, take initiative, and are personally responsible for work delivery and professional growth. Our leaders are committed to professional development and growth of employees by empowering and supporting motivated individuals; providing clarity and focus for projects; giving those individuals the environment and support they need; and fostering a culture of collaboration, transparency, learning, trust and shared accountability.

Major Duties and Responsibilities: (The examples provided do not cover all of the duties which the incumbent of this position may be required to perform.)

• Understands court processes to ensure that problem solutions match user needs in an appropriate manner.
• Work closely with IT leadership and district court leadership to prioritize daily tasks and projects while providing responsive and timely end-user customer support.
• Performs installation, configuration, and troubleshooting of standard user desktop/laptop computing hardware, printers and peripheral devices in accordance with IT procedures.
• Coordinates and/or migrates customer data and information from decommissioned devices to new equipment.
• Installs, configures, and maintains software on mobile devices.
• Works with IT colleagues to assist in coordinating equipment shipments and receivables as well as processing surplus equipment in accordance with Court procedures.
• Informs inventory system by keeping up-to-date and accurate records of serialized asset information.
• Works closely with court staff and local administration with office moves, adds, and changes as required.
• Corresponds with users and staff concerning issue status, resolution, and task completion.
• Escalates issues are to other members of the technical services team as appropriate.
• Collaborates with IT staff to test, troubleshoot and validate new hardware and applications.
• Attends meetings as required.

Minimum Qualifications:

The Idaho Courts reserve the right to consider an equivalent combination of education, training, and/or experience necessary to successfully perform the major responsibilities of the position.

Education and Experience:

• Three years of IT support experience.
• Bachelor’s Degree preferred.

Knowledge, Skills, and Abilities:

· Experience onboarding new users to Microsoft 365, with emphasis on Sharepoint, OneDrive, and Outlook as well as answering general user questions;

· Experience migrating end user emails and documents to Outlook and OneDrive;

· Experience with troubleshooting and maintaining Windows Active Directory users, computers and policies, preferred;

· Experience troubleshooting with Microsoft Windows 10;

· Experience troubleshooting Microsoft Office 2016, including exporting/importing mail, calendar and contacts;

· Experience with basic network (wired and wireless) configuration and troubleshooting including ping and trace route, preferred;

· Knowledge of court processes and court information systems preferred;

· Skill in providing excellent customer service;

· Ability to travel throughout the state as needed;

· Ability to communicate effectively verbally and in writing;

· Ability to understand impacts of software, system, or application changes on customers;

· Ability to prioritize and address customer questions and trouble tickets based on customer needs and impacts;

· Ability to work independently.

Required/Desired Skills

Skill Required /DesiredAmountof Experience

Customer service including the ability to prioritize and address customer questions and trouble tickets based on customer needs and impacts.

Required

3

Years

Troubleshooting and maintaining Active Directory users, computers, groups and policies.

Nice to have

2

Years

Onboarding new users to Microsoft 365, with emphasis on Sharepoint, OneDrive, and Outlook as well as answering general user questions

Required

2

Years

Migrating end user emails and documents to M365 Outlook and OneDrive from on-premise Exchange, external M365 and/org Google Workspace.

Required

2

Years

Troubleshooting Microsoft Windows 10 and 11.

Highly desired

2

Years

Troubleshooting Microsoft Office 2016, including exporting/importing mail, calendar and contacts

Highly desired

2

Years

Basic network (wired and wireless) configuration and troubleshooting including ping and trace route

Nice to have

1

Years

Excellent communication and interpersonal skills are critical in this role.

Required

0