IT Support Technician I

Understands court and probation operating procedures to ensure that problem solutions match user needs in an appropriate manner.

Manages and maintains local computing infrastructure and devices within assigned districts and/or regions statewide.

Work closely with District Administrators, Chief Probation Officers, private probation users, outside agencies and vendors, as well as other court and probation personnel to prioritize daily tasks and projects while providing responsive and timely end-user customer support.  Educates end users and local administration using skills that are appropriate and professional.

Continual learning of ITS policies and procedures and how to communicate and enforce these policies.  Responsible for all aspects of problem diagnosis, communication and break/fix solutions in accordance with ITS policies and procedures which includes the ability to provide or locate alternate work methods and/or solutions as necessary.

Performs installation, configuration, and troubleshooting of standard user desktop/laptop computing hardware, printers and peripheral devices in accordance with ITS 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 Procurement Specialist and assists in coordinating equipment shipments and receivables and processes surplus equipment in accordance with ITS procedures.

Maintains department IT inventory system by keeping up-to-date and accurate records of serialized asset information.

Works closely with Technical Support Supervisor and local administration with office moves, adds, and changes as required.

Maintains and updates user account information and group permissions.

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. 

Ensures docket monitor systems are functioning properly; including maintenance upgrades and replacements as needed.  Installs, configures, and maintains courtroom audio recording hardware, software and data archives.

Monitors and supports overall server data backup process, performs monthly tape backups, and responds to data restore requests.  Supports secure tape and data storage through procedures district and/or department retention policies.

Troubleshoots basic LAN/WAN connectivity for all networked devices; coordinates troubleshooting efforts with appropriate ITS staff and informs local administration with resolution status.

Assists with office telephone support; both analog and IP telephony equipment.

Collaborates with software engineers and business analysts to test, troubleshoot and validate new software programs and applications.

Assists with security needs and data recovery to include virus/spam removal with end users; uses decryption codes and necessary files to support hard drive troubleshooting and data recovery as necessary.

Reports observed security issues/breaches to supervisors within ITS and local administration as necessary.

Works with vendors to determine warranty or repair status.

Monitors service desk incidents and service requests. Verifies issues are handled in a timely manner.

Attends meetings as required.

Other duties as assigned.