Help Desk Technician

Under direct supervision, assists in the Information Technology Division by providing help desk support, computer workstation hardware and software support to court personnel.

DISTINGUISHING CHARACTERISTICS

This is an entry-level classification in the Information Technology Division, distinguished from higher level classifications that have responsibility for more complex duties and troubleshooting. This class is specifically distinguished from the Information Technology Analyst series in that Information Technology Analysts design, recommends and builds automated information systems.

Essential Functions:

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.

• Receives and responds 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.
• Diagnoses hardware, software and network connectivity problems using standard techniques.
• Maintains the court’s help desk ticketing system and monitors the system for any trends or open issues.
• Installs, configures and updates new and existing personal computers and laptops, scanners, kiosks, and other office equipment.
• Performs basic maintenance on printers and copiers, responsible for coordinating the repair of the copiers and printers with the court’s vendors.
• Provides basic technical support on the Voice-Over-IP phone systems, including deploying new IP phones and helping court users with basic functions.
• Provides basic support for the various audio/video systems.
• Maintains inventory records and control logs of computer software and equipment; maintains problem records and compiles histories to identify preventive maintenance needs.
• Provides support for external customers for the Courts Remote Appearance System.
• Assists with connecting personal computers, servers, printers, scanners, kiosk, copiers, phone and other network related equipment to the Local Area Network.
• Maintains the inventory of basic supplies for printers, copiers, kiosks and the court file tracking system.
• Maintains an inventory of ready to deploy equipment which includes, but is not limited to 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.
• Installs network equipment and cabling as required.
• Maintains the 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.

EMPLOYMENT STANDARDS

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.

Knowledge of:

• Workstation and laptop computer hardware and related software and operating systems;
• Standard business support software and emulation programs such as word processing, spreadsheets, and email;
• Operating systems hardware architecture;
• Help Desk environments and PC operating systems;
• Multifunction printer and audio-visual functionality; testing & repair concepts;
• Computer hardware configurations and operating principles;
• Principles & practices of effective communication and customer service concepts.

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 in an end user and technical aspect, 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

Qualifications:

High School Diploma or GED equivalent

AND

Two (2) years’ of work experience installing, maintaining and repairing personal computer hardware and software, preferably in a formal helpdesk setting.

OR

An Associate's Degree from an accredited institution in computer science, information systems or a closely related field;

AND

One (1) year of work experience installing, maintaining and repairing personal computer hardware and software, preferably in a formal helpdesk setting.

Note:

• One year or more of Information Technology technical training in a college or vocational setting can be substituted for an Associate’s Degree.
• Preference will be given to candidates who possess Information Technology certifications such as MCP in Windows 10 or 11, CompTia A , Networking and Security .

Certifications:

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.

Supplemental Information:

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.

Job Type: Full-time

Pay: $28.45 - $37.46 per hour

Benefits:

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Work Location: In person

Salary : $28 - $37