Help Desk Technician 1 / 2

Placer County Superior Court • Roseville, CA

9d • Onsite

About The Position

The Placer Superior Court is seeking a Help Desk Technician who is passionate about technology, problem-solving, and assisting others. This role is integral to our IT team, providing direct technical support to judicial officers, court staff, justice partners, and the public utilizing Court technology and digital services. The ideal candidate will possess strong IT fundamentals and troubleshooting skills, capable of diagnosing and resolving issues related to hardware, software, networks, and end-user problems. Excellent communication skills and the ability to offer patient, professional assistance to users with varying technical expertise are crucial. This position offers the opportunity to collaborate with IT professionals, gain exposure to diverse technologies, and foster professional growth. We are looking for a curious, dependable individual who takes pride in providing excellent service.

Requirements

• High School Diploma or GED equivalent
• Help Desk Technician 1: Two (2) years of full-time professional work experience in a formal help desk setting, installing, maintaining, troubleshooting and repairing personal computer hardware and software.
• Help Desk Technician 2: Two (2) years of work experience as a Help Desk Technician 1 with the Placer Superior Court and demonstrated mastery of the knowledge, skills and abilities required; or 5 (five) years of full-time professional work experience in a formal help desk setting, installing, maintaining, troubleshooting and repairing personal computer hardware and software, including one (1) year of experience with the Court’s case management system, and mastery of the knowledge, skills and abilities required, demonstrated through supervisory assessment.
• Note: One year of the required experience can be substituted with an Associate’s Degree, or higher, in computer science, information systems, or a closely related field or at least one year of Information Technology technical training.
• Knowledge of Workstation and laptop computer hardware and operating systems
• Knowledge of Standard business support software programs such as Microsoft Word, Excel and Outlook
• Knowledge of Remote appearance system support for both internal and external parties
• Knowledge of Basic functions of the courtroom audio video systems
• Knowledge of Basic support of the Court’s case management system
• Knowledge of Principles of applying images to new PC and laptops
• Knowledge of Practice of deploying configured printers and scanners
• Knowledge of Level 1 help desk support: simple issues that can be resolved in 15 minutes or less
• Knowledge of Troubleshooting non-common problems on PCs, laptops and workstations
• Knowledge of Configuration of advanced rules and functions in Microsoft Word, Excel and Outlook
• Knowledge of Advanced remote appearance system support, including setting up Zoom, Teams and other conferencing software as needed by the courtroom or other court functional areas
• Knowledge of Advanced configuration and basic troubleshooting of Court’s case management system
• Knowledge of Principles of creating images for new PC’s and Laptops
• Knowledge of Configuration and deployment of printers and scanners
• Knowledge of Level 2 help desk support: more advanced issues that general take more than 15 minutes but less than 30 minutes (possibly escalated by a HDT Level 1)
• Ability to Work on projects and assignments using generalized policies, procedures, and standards
• Ability to Work in a fast-paced environment that often requires immediate response to help desk tickets and rapidly changing priorities
• Ability to Operate, configure and troubleshoot various personal computers and peripheral equipment
• Ability to Maintain equipment inventory and help desk log issues
• Ability to Communicate clearly and concisely with others, both orally and in writing
• Ability to Work regular and on-call hours
• Ability to Work closely and have a good working relationship with staff in all areas of the Court
• Ability to Travel to and work from various Placer Superior Court facilities and judicial branch entities

Nice To Haves

• Preference will be given to candidates who possess Information Technology certifications such as CompTia A+, Networking + and Security +.
• Help Desk Technician 1: The CompTIA A+ certification must be obtained within one (1) year of employment and kept current through the course of employment with Placer Superior Court.
• Help Desk Technician 2: The CompTIA A+ and one of the following certifications are required to be eligible for Level 2 of the series class: Networking + Security + Project +

Responsibilities

• Receive and respond to inquiries and requests for technical assistance from end-users on computer software and hardware, printers, other peripheral equipment, local area networks, various other platform connections and secure access.
• Diagnose hardware, software and network connectivity problems using standard techniques.
• Maintain the Court’s help desk ticketing system and monitor for any trends or open issues.
• Install, configure and update new and existing personal computers and laptops, scanners, kiosks, and other office equipment.
• Perform basic maintenance on printers and copiers; responsible for coordinating the repair of the copiers and printers with the Court’s vendors.
• Provide basic technical support on the Voice-Over-IP phone systems, including deploying new IP phones and helping court users with basic functions.
• Provide basic support for the various audio/video systems.
• Maintain inventory records and control logs of computer software and equipment; maintain problem records and compile histories to identify preventive maintenance needs.
• Provide support for external customers for the Court’s remote appearance system.
• Assist with connecting personal computers, servers, printers, scanners, kiosk, copiers, phone and other network related equipment to the Local Area Network.
• Maintain inventory of basic supplies for printers, copiers, kiosks and the Court’s file tracking system.
• Maintain inventory of ready to deploy equipment which including personal computers, laptops, monitors, printers, scanners, copiers, audio/video equipment, keyboards and mice.
• May assist with or maintain the Court’s website and other online services using common tools and programs.
• Install network equipment and cabling as required.
• Maintain physical inventory of all tracked Information Technology assets.
• May assist other members of the Information Technology Division with projects or basic troubleshooting.
• May perform duties at any Placer County Superior Court facility and/or other Superior Courts or judicial branch entities within the state of California.

Benefits

• The Placer County Superior Court will pay for an incumbent to attend class for initial certification and subsequent renewals.
• The Court will reimburse incumbent for two tests per certification and renewal.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED