Help Desk Technician 1 / 2

Thinking about a career in Information Technology or have been in the field for years? The IT Helpdesk Technician position is a great way to serve your community and work on exciting and challenging technical issues. The Helpdesk Technician provides level 1 support for all of the Court users and is the main point of contact for all IT related trouble tickets. If you enjoy troubleshooting issues and helping users with IT related issues, this is a great position that will allow growth and challenges for any IT professional.

Under direct supervision, this classification assists in the Information Technology Division by providing help desk support, computer workstation hardware and software support and equipment troubleshooting to Court personnel.

DISTINGUISHING CHARACTERISTICS

Help Desk Technician 1: This is an entry-level classification and must perform various technology-related duties and troubleshooting tasks, of minimal to average difficulty.  At this level, the incumbent is under close supervision. As experience is gained, there is greater independence, within the established guidelines and operating procedures.

Help Desk Technician 2: This is the journey-level classification for the Help Desk Technician series.  At this level, the incumbent is under general supervision and has responsibility for more complex technology-related duties and troubleshooting tasks.

This series class is specifically distinguished from the Information Technology Analyst classification in that the latter design, recommend and build automated information systems.

Help Desk Technician positions are flexibly staffed; incumbents advance to the higher level after the requisite knowledge, skills and proficiencies are mastered.

JUDGMENT AND RESPONSIBILITY

Incumbents work independently on projects and assignments using generalized policies, procedures and standards.  Priorities are often established by immediate user and department needs and may change frequently.  Troubleshooting can consume a significant amount of work time, and good judgment is needed to balance planned and unplanned workloads.   Incumbents generally have no responsibility for the work of others.

When assigned, all of the essential functions and tasks listed below must be accomplished effectively, are standard, and may not be inclusive of all functions and tasks that may be assigned. The Court reserves the right to assign or reassign duties as required to achieve business and operational objectives.  Essential functions and tasks may include, but are not limited to those listed below.

• Receive and respond to inquiries and requests for technical assistance from end-users on computer software and hardware, printers, other peripheral equipment, local area networks, various other platform connections and secure access.
• Diagnose hardware, software and network connectivity problems using standard techniques.
• Maintain the Court’s help desk ticketing system and monitor for any trends or open issues.
• Install, configure and update new and existing personal computers and laptops, scanners, kiosks, and other office equipment.
• Perform basic maintenance on printers and copiers; responsible for coordinating the repair of the copiers and printers with the Court’s vendors.
• Provide basic technical support on the Voice-Over-IP phone systems, including deploying new IP phones and helping court users with basic functions.
• Provide basic support for the various audio/video systems. 
• Maintain inventory records and control logs of computer software and equipment; maintain problem records and compile histories to identify preventive maintenance needs.
• Provide support for external customers for the Court’s remote appearance system.
• Assist with connecting personal computers, servers, printers, scanners, kiosk, copiers, phone and other network related equipment to the Local Area Network.
• Maintain inventory of basic supplies for printers, copiers, kiosks and the Court’s file tracking system.
• Maintain inventory of ready to deploy equipment which including personal computers, laptops, monitors, printers, scanners, copiers, audio/video equipment, keyboards and mice.
• May assist with or maintain the Court’s website and other online services using common tools and programs.
• Install network equipment and cabling as required.
• Maintain physical inventory of all tracked Information Technology assets. 
• May assist other members of the Information Technology Division with projects or basic troubleshooting.
• May perform duties at any Placer County Superior Court facility and/or other Superior Courts or judicial branch entities within the state of California.

Knowledge of:

Help Desk Technician Level 1

• Workstation and laptop computer hardware and operating systems
• Standard business support software programs such as Microsoft Word, Excel and Outlook
• Remote appearance system support for both internal and external parties
• Basic functions of the courtroom audio video systems
• Basic support of the Court’s case management system
• Principles of applying images to new PC and laptops
• Practice of deploying configured printers and scanners
• Level 1 help desk support: simple issues that can be resolved in 15 minutes or less

Help Desk Technician Level 2

• All of the above requirements of the Help Desk Technician Level 1
• Troubleshooting non-common problems on PCs, laptops and workstations
• Configuration of advanced rules and functions in Microsoft Word, Excel and Outlook
• Advanced remote appearance system support, including setting up Zoom, Teams and other conferencing software as needed by the courtroom or other court functional areas
• Advanced configuration and basic troubleshooting of Court’s case management system 
• Principles of creating images for new PC’s and Laptops
• Configuration and deployment of printers and scanners
• Level 2 help desk support: more advanced issues that general take more than 15 minutes but less than 30 minutes (possibly escalated by a HDT Level 1)

Ability to:

• Work on projects and assignments using generalized policies, procedures, and standards
• Work in a fast-paced environment that often requires immediate response to help desk tickets and rapidly changing priorities
• Operate, configure and troubleshoot various personal computers and peripheral equipment
• Maintain equipment inventory and help desk log issues
• Communicate clearly and concisely with others, both orally and in writing
• Work regular and on-call hours
• Work closely and have a good working relationship with staff in all areas of the Court
• Travel to and work from various Placer Superior Court facilities and judicial branch entities

High School Diploma or GED equivalent

AND

Help Desk Technician 1: Two (2) years of full-time professional work experience in a formal help desk setting, installing, maintaining, troubleshooting and repairing personal computer hardware and software.

Help Desk Technician 2: Two (2) years of work experience as a Help Desk Technician 1 with the Placer Superior Court and demonstrated mastery of the knowledge, skills and abilities required; 

or 

5 (five) years of full-time professional work experience in a formal help desk setting, installing, maintaining, troubleshooting and repairing personal computer hardware and software, including one (1) year of experience with the Court’s case management system, and mastery of the knowledge, skills and abilities required, demonstrated through supervisory assessment.

Note: 

• One year of the required experience can be substituted with an Associate’s Degree, or higher, in computer science, information systems, or a closely related field or at least one year of Information Technology technical training.
• Preference will be given to candidates who possess Information Technology certifications such as CompTia A , Networking and Security .

Certifications:  

Help Desk Technician 1: The CompTIA A certification must be obtained within one (1) year of employment and kept current through the course of employment with Placer Superior Court.  

The Placer County Superior Court will pay for an incumbent to attend class for initial certification and subsequent renewals. The Court will reimburse incumbent for two tests per certification and renewal. Failure to obtain or maintain certifications may result in separation of employment.

Help Desk Technician 2: The CompTIA A and one of the following certifications are required to be eligible for Level 2 of the series class:

• Networking  
• Security
• Project

Note:  This document is intended to describe the general nature and level of work performed by individuals assigned to this job classification.  It is not intended to provide an exhaustive list of all duties and a responsibility of personnel in all divisions and/or locations so classified, nor is it intended to limit the authority of supervisors or manager to assign or direct the activities of employees.

Salary : $62,774 - $90,917