IT Support Technician I

MISSION STATEMENT

The Judicial Department works to provide equal access to justice, contribute to public safety, and strengthen the rule of law across Colorado.

Together our courts and probation departments are committed to impartial and timely dispute resolution; support for families, litigants, and victims;

client rehabilitation; and meaningful community engagement.

STATEMENT OF DUTIES

General Statement Of Duties :

The IT Support Technician I is an entry level position that supports all computer related functions for the Colorado Judicial Branch.

• The IT Support Technician I performs a variety of duties including, but not limited to, computer troubleshooting in an office environment that includes desktop, portable and remote devices;
• all peripheral devices; application and enterprise system support; troubleshooting all computer hardware and software issues;

and performs computer repairs, installation and configuration of standard business software, as well as custom court related software.

Assists customers and peer groups with troubleshooting application and hardware installations. Has accountability for ITS computing services and equipment.

Duties include scheduling, customer service, testing and quality control.

Distinguishing Factors :

This position places emphasis on learning Information Technology Systems (ITS) standards and operational procedures as they apply to the Colorado Judicial Department.

The IT Support Technician I addresses customer hardware and software needs, service requests, monitors site performance, and communicates regularly with users and peer groups on the status of any outstanding issues.

This position reports directly to the Technical Support Supervisor.

ESSENTIAL FUNCTIONS

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.

ESSENTIAL FUNCTIONS CONT.

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.

Maintains and updates user account information and group permissions.

Attends meetings as required.

Other duties as assigned

Supervisor Responsibilities :

No formal supervisory responsibility. Responsible for one's own work product and work within a unit performing similar functions.

Rarely provides lead function, advice, or explains work instructions to other employees or volunteers.

MINIMUM QUALIFICATIONS

Minimum Education :

Graduation from an accredited college or university with a bachelor’s degree in computer science or related field and one year of professional computer / IT technical support experience.

Three years of professional computer / IT technical support experience.

Physical Demands :

• While performing the duties of this job the employee is regularly required to walk. The employee is frequently required to stand;
• sit; reach with hands and arms; and perform repetitive motions with wrists, hands, and fingers; stoop, kneel, crouch, or crawl;

and talk and hear. The employee is occasionally required to climb or balance. The employee must frequently lift and / or move up to 35 pounds.

Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

Work Environment :

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and high precarious places.

Occasionally handles emergency or crisis situations; frequently subject to interruptions, and multiple calls and inquiries.

The noise level in the work environment is usually moderate.