Technical Support Specialist

Job Posting Title Technical Support Specialist

Agency 677 SUPREME COURT

Supervisory Organization Supreme Court [JM]

Job Posting End Date Continuous if blank. Note : Applications will be accepted until 11 : 59 PM on the day prior to the posting end date above.

Estimated Appointment End Date Continuous if blank

Full / Part-Time Full time

Job Type Regular

Compensation This is an in-person / in-office position. Eligibility to work in the United States is required. The employer will not sponsor a work visa (H-1B, etc.) to fill this position.

Salary Range $45,000 - $53,700 Commensurate on education and experience.

Overview

The Administrative Office of the Courts (AOC) is seeking a self-motivated person to join the organization as a Technical Support Specialist . The Technical Support Specialist should possess the skills necessary to provide excellent customer service while fielding phone calls and requests for technical assistance by performing question / problem diagnosis and guiding users through systematic solutions in a service desk environment.

Salary Commensurate on education and experience.

FLSA Exemption Non-exempt.

Responsibilities

• Handle customer requests for assistance in person, by email / chat, or over the phone.
• Monitor and respond quickly and effectively to requests received through the IT Helpdesk.
• Provide complex hardware and software troubleshooting expertise for local and remote users.
• Escalate reported issues to the Situation Manager based on severity level.
• Document internal IT Helpdesk procedures and perform periodical reviews for process improvements.
• Monitor IT Helpdesk ITSM system for tickets assigned to the queue and process first-in first-out based on priority.
• Create and maintain accurate documentation in the Knowledge Base System. Assist in creating materials for end user frequently asked questions (FAQs).
• Participate in incident response calls and provide status communications.
• Create notifications to all users for system outages, security alerts, and implementations of new functionality.
• Maintain inventory of all equipment, software, and software licenses in change management tool.
• Utilize and maintain the IT Helpdesk ITSM software for tickets, incidents, and problem tracking.
• Participate in Severity calls when appropriate.
• Provide user communications using templates when requested.
• Assist with onboarding / offboarding users and resetting passwords.
• Perform other related duties as assigned.

Knowledge, Skills, and Abilities

Education and Experience

Special Requirements

Travel

All AOC positions have the potential to and expectation of requiring employees to travel for normal duties in support of the Judiciary, including and not limited to state Judicial events and national industry conferences.

Work Environment

This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, photocopiers, and smartphones.

All AOC positions are designated as "In-Person" at one of the authorized work locations. AOC offices are officially open for business from 8 : 00 AM to 5 : 00 PM, Monday through Friday.

MIS employees have the expectation of being assigned on-call as defined in 26 CFR 553.221 (d) in support of judicial operations.

Physical Demands

While performing the duties of this job, the employee is regularly required to talk, hear, comprehend, observe, and evaluate. Specific vision abilities required by this job include close vision and ability to adjust focus. This position requires the ability to lift files, open filing cabinets, operate standard office and computer equipment, and bend or stand on a step stool as necessary.

Responsibilities and skills listed above are essential to the position. Inability to perform these responsibilities with or without an accommodation may result in disqualification from the position.

Eligibility Eligibility to work in the United States is required. The employer will not sponsor a work visa (H-1B, etc.) to fill this position.

The State of Oklahoma has an excellent benefits package including 3 weeks of vacation, employee retirement and health benefit plans. Position open until filled. Criminal background check required. The Supreme Court of Oklahoma Administrative Office of the Courts 2100 N. Lincoln Blvd., Suite 3 Oklahoma City, Oklahoma 73105.

Equal Opportunity Employer

State of Oklahoma Equal Opportunity

The State of Oklahoma is an equal opportunity employer and does not discriminate on the basis of genetic information, race, religion, color, sex, age, national origin, or disability.

Current active State of Oklahoma employees must apply for open positions internally through the Workday Jobs Hub

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Agency Contact

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