DESKTOP SUPPORT ANALYST I JC #9230 (CLERK OF THE CIRCUIT COURT)

This position requires a physical presence at the work location.

Please refer to Important Information at the end of the page.

Clerk of the Circuit Court

of Cook County

• Richard J. Daley Center
• Five (5) Municipal Courthouses
• Juvenile Center
• Expedited Child Support
• Domestic Violence Court
• Branch Courts
• Mental Health Courts
• 26th & California

DESKTOP SUPPORT ANALYST I

Job Summary

Under the general supervision of the Supervisor of Desktop Support Services, the Desktop Support Analyst I provides tier one level technical support.

The Desktop Support Analyst I is a professional tasked with providing end users with technical support for any MIS-related matter such as issues regarding computer software, application, networks, and operating systems.

The Desktop Support Analyst I provides fast, useful technical assistance over the phone or email, directs unresolved issues to the next level of support and passes on any feedback or suggestions by clients to the appropriate internal team(s).

Essential Job Duties

• Acts as a primary support point for technical issues.
• Analyzes hardware, software, and network problems.
• Escalates non-level 1 issues to internal and external groups.
• Maintains and supports laptop, desktops, printers, scanners, and POS equipment.
• Exhibits excellent interpersonal skills with both technical and non-technical personnel.
• Creates tickets using the ticketing system.
• Provides a timely response to phone calls, emails, and customer requests.
• Responds to requests for technical assistance via phone or email.
• Diagnoses and resolves technical hardware and software issues.
• Researches technical questions using available information resources.
• Advises user on appropriate action to self-resolve technical issues.
• Logs all help desk interactions.
• Administers help desk software.
• Follows up with customers and users to ensure complete resolution of issues.
• Redirects problems to correct resource.
• Identifies and escalates situations requiring urgent attention.
• Documents, routes, and tracks request for service.
• Prepares activity reports.
• Informs management of recurring problems
• Stays current with system information, changes, and updates.
• Trains computer users as necessary
• Performs other duties as assigned.

The duties listed are not set forth for purposes of limiting the assignment of work. They are not to be construed as a complete list of the many duties normally to be performed under a job title or those to be performed temporarily outside an employee's normal line of work.

Minimum Qualifications

• High School Diploma, GED, or higher. (Must be presented before the scheduled interview.)
• One (1) year of full-time work experience in desktop or help desk support or troubleshooting systems.

Preferred Qualifications

• Three (3) years of full-time work experience in desktop or help desk support or troubleshooting systems.
• One (1) year of full-time IT work experience in a CJIS-compliant environment or government agency.
• Current employee of the Clerk of the Circuit Court of Cook County.
• Customer service certification from an accredited organization (i.e., HDI Institute, National Customer Service Association).

Must be presented before the scheduled interview.)

Education / Certifications Requirements

Candidates who are contacted for an interview will be required to produce original required documents (e.g., current driver's license, diploma, school transcript, certifications, etc.

listed on the Notice of Job Opportunity within five (5) days of being notified, in writing, by the Bureau Chief of BHR (or designee) that they have been provisionally placed on the Interview List.

Candidates will be notified of how to submit the required document.

Degrees awarded outside of the United States except for those awarded in one of the United States territories and Canada, must be credentialed by either the World Education Services (WES) or Educational Credential Evaluators (ECE).

Knowledge, Skills, Abilities and Other Characteristics

• Excellent organization and planning skills.
• Ability to follow directions, multi-task and problem solve in a fast-paced environment.
• Excellent customer service skills.
• Ability to interact in a professional manner with the public, attorneys, employees, and other court personnel.
• Excellent interpersonal and facilitation skills.
• Ability to communicate effectively both orally and in writing.
• Advanced technical, analytical, data-driven, and computer skills.
• Problem-solving and critical thinking skills.
• Ability to work with a team and / or independently.
• Ability to make clear presentations and facilitate meetings.
• Ability to achieve goals and meet deadlines.
• Ability to document end user issues.
• Experience with Windows 10 platform.
• Computer literacy with skill and efficiency in entering and retrieving data and preparing informative reports.
• Knowledge of MS Office operations including Word and Excel.

Physical Requirements

• Ability to sit, stand, walk or move for extended periods of time.
• Ability to repetitively use hands to operate standard office equipment and handle documents.
• Must be able to lift 10 lbs.

Post-Employment Requirement

Must be willing and able to obtain the HDI-Customer Service Representative certification within six (6) months of employment.

Veterans Preference

When applying for employment with the Clerk of the Circuit Court of Cook County, preference is given in the application process to honorably discharged Veterans who have served in the Armed Forces of the United States for more than 180 consecutive days, or during War Time.

To take advantage of this preference a Veteran must :

1. MEET THE MINIMUM QUALIFICATIONS FOR THE POSITION.

2. IDENTIFY THEMSELVES AS A VETERAN BY CHECKING YES UNDER VETERAN STATUS ON THE DIVERSITY / SELF IDENTIFICATION PAGE OF THEIR EMPLOYMENT APPLICATION.

3. UPLOAD A COPY OF THEIR DD 214, DD 215 or NGB 22 (NOTICE OF SEPARATION) AT TIME OF APPLICATION FILING. IF YOU HAVE MULTIPLE DD 214's, 215's, OR NGB 22's, PLEASE SUBMIT THE ONE WITH THE LATEST DATE.

COAST GUARD MUST SUBMIT A CERTIFIED COPY OF THE MILITARY SEPARATION FROM EITHER THE DEPARTMENT OF TRANSPORTATION (BEFORE 9 / 11) OR THE DEPARTMENT OF HOMELAND SECURITY (AFTER 9 / 11).

The Cook County Department of Veterans Affairs can assist you with obtaining a certified DD214 and having it recorded for you at no charge.

Please contact [email protected] for additional information.

Benefits Package

• Medical, Dental, and Vision Coverage
• Basic Term Life Insurance
• Pension Plan and Deferred Compensation Program
• Employee Assistance Program
• Paid Holidays, Vacation, and Sick Time
• You May Qualify for the Public Service Loan Forgiveness Program (PSLF)

For further information on our excellent benefits package, please click on the following link : http : / / www.cookcountyrisk.com /

Important Information :

1. You must include all work experience in your application for it to be considered. Work experience included in your resume and not in your application will not be considered.

2. Proof of education, accreditation, certification, licenses, or other documents required under Minimum or Preferred Qualifications must be presented before the time of a scheduled interview.

Failure to provide proof of education, accreditation, certification, licenses, or other documents required, will result in disqualification of your application and interview.

Degrees awarded outside of the United States with the exception of those awarded in one of the United States territories and Canada, must be credentialed by a foreign credential evaluation agency qualified by the Illinois State Board of Education (currently approved agencies can be found here).

All documents will be reviewed for authenticity.

3. Must be legally authorized to work in the United States without sponsorship.

4. This position requires successful completion of post-offer tests, which may include a background check, drug screen and medical examination.

5. Falsification of any information in the application process or failure to comply with any of the requirements in the job notification will result in disqualification for the position, dismissal after hire, and / or placement on the Clerk's Office's Ineligible for Hire / Rehire List.

6. The Clerk of the Circuit Court does not hire for Non-Exempt positions based on Political Reasons or Factors.

7. For more information on how to apply, please visit https : / / www.cookcountyclerkofcourt.org / employment and follow the link to fill out an application.

The Clerk of the Circuit Court of Cook County is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, ethnicity, age, sexual orientation, gender identity, disability or veteran status.

Auxiliary aids and services are available upon request to individuals with disabilities.