Information Technology Support Analyst

The purpose of this position is to provide IT technical support to end users in the Court’s IT environment. This includes modifying and managing operating systems and overseeing the deployment of all desktops, laptops, printers, scanners, and mobile devices for the Court. Additionally, this position will provide technical assistance to users in identifying and resolving software and hardware issues, conduct training, set up equipment, install and administer applications, support audio/video needs, assist with needs assessments, and evaluate hardware and software solutions.

• Responds to IT Helpdesk tickets, phone calls, emails, and instant messages; assesses, troubleshoots, and resolves technical issues efficiently;
• Diagnoses and resolves technical problems both remotely and in person;
• Configures, manages, and maintains operating systems on computers; re-images systems as necessary;
• Creates, updates, and maintains IT documentation for troubleshooting, procedures, and best practices;
• Ensures operating systems and application software are up-to-date and properly maintained;
• Assists in managing group policies, logon scripts, and applications to support the end-user computing environment;
• Installs, diagnoses, and repairs printers, scanners, copiers, and camera software;
• Supports IT-related onboarding and training for new employees;
• Configures and troubleshoots wireless connections in designated Court areas;
• Diagnoses and resolves wired and wireless network connectivity issues;
• Assists with IT asset management, including inventory tracking and maintenance;
• Manages toner inventory to ensure availability and efficiency;
• Provides end-user support, training, and technical guidance;
• Participates in user needs assessments and recommends IT solutions;
• Engages with external vendors and stakeholders to support IT operations;
• Monitors, installs, and updates software applications as needed;
• Assists with Multifactor Authentication (MFA) setup and troubleshooting.
• Supports, when needed, the troubleshooting and maintenance of Courtroom Audio/Video technology;
• Maintains clear and effective communication with staff and stakeholders;
• Fosters an inclusive, culturally competent, and collaborative work environment;
• Adheres to and promotes organizational policies and procedures;
• Contributes to a strong, supportive, and productive team environment; 
• Performs other related duties as required.

The aforementioned duties are normal for this position.  These are not to be construed as exclusive or all-inclusive.  Other duties may be required and assigned.

Knowledge, Skills & Abilities Required to Perform Essential Job Functions:

• Ability to evaluate, audit, deduce, and/or assess data using established criteria, including exercising discretion in determining actual or probable consequences and in referencing such evaluation to identify and select alternatives.
• Ability to apply principles of persuasion and/or influence over others in coordinating activities of a project, program, or designated area of responsibility. 
• Ability to operate and control the actions of equipment, machinery, tools and/or materials requiring complex and/or rapid adjustments.
• Ability to utilize a wide variety of reference, descriptive, and/or advisory data and information.
• Ability to perform addition, subtraction, multiplication, and division; the ability to calculate decimals and percentages; the ability to utilize principles of fractions; and the ability to interpret graphs.
• Ability to apply principles of rational systems; to interpret instructions furnished in written, oral, diagrammatic, or schedule form; and to exercise independent judgment to adopt or modify methods and standards to meet variations in assigned objectives.
• Ability to exercise judgment, decisiveness and creativity in situations involving evaluation of information against measurable or verifiable criteria.
• Ability to very moderate physical effort in involving lifting, carrying, pushing and/or pulling objects and materials of moderate weight (12-50 pounds). Tasks may involve some stooping, kneeling, crouching, crawling or prolonged standing in light work.  
• Essential functions are regularly performed without exposure to adverse environmental conditions.

In addition to the Essential Job Functions and Knowledge, Skills, and Abilities identified, the following competencies are considered during the hiring process and are integral to the position:

Knowledge, Skills, and Abilities:Possesses, acquires, and maintains the technical/ professional expertise required to do the job effectively and to create solutions.  Technical/professional expertise is demonstrated through problem solving, applying professional judgment, and competent performance 

Decision Making/Problem Solving: Makes sound, well-informed, and objective decisions in a timely manner. Compares data, information, and input from a variety of sources to draw conclusions; takes action that is consistent with available facts, constraints, and probable consequences.  Applies both rational and creative processes to identify unknown root causes of problems.  Based on the situation, decides the best course of action, implements the solution, and follows-up to see how it’s working.  Calculates and evaluates the long-term consequences of a decision.  

Stress Tolerance: Maintains effective performance under pressure; handling stress in a manner that is acceptable to others and to the organization.  Stays calm and even-tempered when handling crises, stressful situations, continuous change, or unexpected developments.  Is able to recover from difficult situations.  Is seen as a settling influence in a crisis.   

Teamwork: Works effectively in a team environment to accomplish organizational goals. Builds constructive working relationships with interested stakeholders to identify and meet mutual goals and objectives. Participates as an active and contributing member of teams with a focus on improving offender outcomes and department goals.  Shares information as appropriate and credit for team accomplishments.  Helps create and maintain strong morale and a feeling of belonging in his/her team.  Acts as if "true success" is the success of the whole team.  

Conflict Management: Uses appropriate interpersonal styles and techniques to reduce tension and/or conflict between two or more people; able to size up situations quickly; able to identify common interests; facilitates resolution.  Steps up to conflicts and sees them as opportunities.  Finds common ground and achieves cooperation without disruption to workflows or interpersonal relationships.  

Cultural Competence: Values an inclusive organization where the differences of all people are respected, valued and utilized towards achieving common goals.  Respects and relates well to people from varied backgrounds, understands diverse worldviews, and is sensitive to group differences; sees diversity as an opportunity, respectfully challenges bias and intolerance.   Supports equal and fair treatment.   

Communication: Clearly conveys and receives information and ideas through a variety of media to individuals or groups in a manner that engages the listener, helps them understand and retain the message and invites response and feedback. Keeps others informed as appropriate. Demonstrates effective written, verbal and listening skills.   

Collaboration: Develops and maintains effective working relationships with coworkers and stakeholders through the use of strong interpersonal skills to meet mutual goals and objectives. Obtains cooperation from others; seeks and encourages win-win alternatives.

Influence: Uses appropriate interpersonal skills and techniques to gain support and acceptance for ideas or solutions. Uses influencing strategies to gain mutually beneficial agreements; Seeks to persuade rather than force solutions or impose decisions or regulations; and recognizes personal autonomy of others.

Dependability and Reliability: Personally responsible; completes work in a timely, consistent manner; is committed to being available during business hours to further organizational goals; demonstrates regular and punctual attendance; arrives prepared for work; is committed to doing the best job possible; diligently follows through on commitments and consistently meets deadlines.

• Associates degree in a related field 
• Two years’ experience that includes IT helpdesk experience and system management software/tools experience

• Experience with VMware View/Horizon, virtual desktops
• Experience with Windows 10/11 Desktop Management and Group Policy
• Experience with Microsoft Office 365 Administration
• Experience with audio visual and presentation technologies
• Experience with Android OS and iOS mobile devices
• Certifications in Microsoft Systems Administration

Salary : $68,600