OCJ - Computer Technician

Circuit Court of Cook County, Illinois•Chicago, IL

6d•Onsite

About The Position

The following are duties and responsibilities of the Computer Technician. Assist the Operations Manager with receiving, inventorying, distributing, installing, configuration, maintaining and decommissioning computer hardware (including, but not limited to; computers, laptops, monitors, printers, televisions, web cameras, speakers, microphones, portable sound systems, etc.), Assist judicial and non-judicial staff by providing a high level of customer service and support as it relates to responding to help desk requests for Tier 1 and Tier 2 level of support, Follow help desk procedures to triage and prioritize service requests, Troubleshoot and deliver solutions to common endpoint hardware and software problems. Perform data entry into help desk software, Constantly monitor and manage the help desk ticket queue and respond to requests in atimely fashion, logging both the problem and resolution in the ticket, Promptly respond to requests for technical assistance via phone, chat or email, Follow up with users to ensure issues are resolved to the satisfaction of the user, Identify and escalate technical issues requiring urgent attention to the next Tier level ofsupport, Assist Help Desk Administrator with answering all incoming calls to the department'scentralized help desk in a prompt and courteous manner, Accurately log all help desk communications and interactions, Inform management of recurring issues, Stay current with system information, updates and changes, Provide basic computer and application training to end users as necessary, Perform cleanup and virus scanning of computers using remote desktop utilities, Collect and summarizes pertinent information for data entry, Such other duties as may be assigned.

Requirements

Possess a minimum of a High School Diploma, G.E.D., or equivalent experience
Must possess a valid Illinois Driver's license and a good driving record
Possess in-depth knowledge of Microsoft Windows Operating Systems (Win7, 8, 10 & 11)
Possess in-depth knowledge of Microsoft Office Professional Suite (2010, 2016 and 2019)
Possess in-depth knowledge of Microsoft Office 365 Email
Possess CompTIA certification
Demonstrate a sensitivity to issues of confidentiality and professionalism
Exhibit an attentiveness to detail
Possess and demonstrate the ability to utilize proper grammar, sentence structure, andspelling
Possess and demonstrate excellent written and oral communication skills
Possess strong organizational skills and the ability to multi-task
Demonstrate an ability to work with various computer operating systems and softwarepackages

Nice To Haves

Microsoft Certified Technology Specialists (MCTS) certification a plus
Microsoft Certified IT Professional (MCITP) certification a plus
Microsoft Most Valuable Professional (MVP) certification a plus
MacOS experience a plus
Sense of ownership and pride in performance and its impact on court operations
Critical thinker and problem-solving skills
Ability to explain complex ideas in simple terms
Team player
Good time-management skills
Great interpersonal skills
Ability to work cooperatively and integrate with legal and non-legal personnel

Responsibilities

Assist the Operations Manager with receiving, inventorying, distributing, installing, configuration, maintaining and decommissioning computer hardware (including, but not limited to; computers, laptops, monitors, printers, televisions, web cameras, speakers, microphones, portable sound systems, etc.)
Assist judicial and non-judicial staff by providing a high level of customer service and support as it relates to responding to help desk requests for Tier 1 and Tier 2 level of support
Follow help desk procedures to triage and prioritize service requests
Troubleshoot and deliver solutions to common endpoint hardware and software problems.
Perform data entry into help desk software
Constantly monitor and manage the help desk ticket queue and respond to requests in atimely fashion, logging both the problem and resolution in the ticket
Promptly respond to requests for technical assistance via phone, chat or email
Follow up with users to ensure issues are resolved to the satisfaction of the user
Identify and escalate technical issues requiring urgent attention to the next Tier level ofsupport
Assist Help Desk Administrator with answering all incoming calls to the department'scentralized help desk in a prompt and courteous manner
Accurately log all help desk communications and interactions
Inform management of recurring issues
Stay current with system information, updates and changes
Provide basic computer and application training to end users as necessary
Perform cleanup and virus scanning of computers using remote desktop utilities
Collect and summarizes pertinent information for data entry
Such other duties as may be assigned