Client Technologies Technician
About The Position
The Client Technologies Technician will serve as the principal line of communication for the project team. This role involves configuring and installing software, supporting mobile devices, installing and supporting network equipment, performing PC imaging and configuration, and maintaining desktop software and hardware. The technician will also troubleshoot hardware and software issues, support a mobile workforce, provide Tier 2 support for end-user computing and LAN systems, and escalate issues to Tier 3 support when necessary. Additionally, the role includes documenting problems and resolutions, performing end-user training, providing customer service, participating in the testing and evaluation of new desktop packages, implementing prototypes, supporting printers and peripherals, and providing support for inmate education labs. Regional support in tandem with the Bureau of Field Technology Services is also a responsibility.
Requirements
- A high school diploma, its equivalent, or two (2) years of equivalent work experience is required.
- A minimum of two (2) or more years of experience in the provision of Tier 2 customer support for desktop computers, printers, scanners, etc.
- Experience installing, troubleshooting, and supporting desktop applications and operating systems, including Windows Operating System (OS), Office, Outlook, and Internet Explorer
- Experience installing and troubleshooting computer hardware and software, including PCs, printers, and peripherals in both a network and standalone environment
- Possess a valid Driver's License
- Demonstrated working knowledge of the basic hardware and software products and problem-solving and troubleshooting skills.
Nice To Haves
- Experience solving computer problems over the phone and troubleshooting PC and peripheral-related problems
- Knowledge of Transmission Control Protocol/Internet Protocol protocols (TCP/IP)
- Experience with installing and troubleshooting 3270 emulation software
- Experience installing, diagnosing, and repairing hardware to include, but not be limited to, hard drives, Random Access Memory (RAM), processors, Compact Disc Rewritable (CD-RW), Digital Versatile Disk Rewritable (DVD-RW), multimedia kits, and other peripherals
- Experience using imaging software for deploying desktop PCs
- Experience providing Voice Over Internet Protocol (VoIP) phone support
- Experience providing Virtual Private Network (VPN) client support
- Experience working for a justice agency
- Knowledge of IT standards in a justice environment
- Experience supporting end users in a justice environment
- Ability to work independently and communicate effectively
Responsibilities
- Configure and install software for IT user desktops and laptops
- Install and provide support for mobile devices
- Install and provide support for Department and vendor network equipment, including switches, Wireless Access Points (WAP), etc.
- Install or terminate network cabling
- Perform Personal Computer (PC) imaging, configuration, and installations for both Department staff and inmate PCs
- Participate in the installation and rollout of new software packages, upgrades, and new desktops hardware
- Maintain desktop software and hardware
- Troubleshoot hardware and software for both Department staff and inmate PCs
- Support mobile workforce
- Provide Tier 2 support to IT users for basic software and hardware of end-user computing and desktop-based local area network (LAN) systems
- Troubleshoot problems using scripts and checklists as guides
- Escalate to Tier 3 support when necessary
- Document problems and resolutions
- Perform end-user training, if applicable
- Provide quality customer service
- Participate in the testing and evaluation of new desktop packages
- Implement prototypes
- Provide support for printers and peripherals
- Support inmate education labs, including server and PC imaging, server and PC-based software installations and troubleshooting, group policy implementation, physical security audits, and inventories
- Provide regional support in tandem with the Bureau of Field Technology Services
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
