Information Tech Support Specialist II

State of Montana • Helena, MT

11h • Hybrid

About The Position

This is technical work developing, installing, configuring and supporting information technology systems, programs and networks, and includes providing technical direction on information technology projects. The position serves as the primary information technology support contact for the Supreme Court Building and provides Level 2 technical support for complex information technology issues across the Judicial Branch. Work is performed under the general supervision of an Information Technology Supervisor who reviews work for results achieved.

Requirements

• Knowledge of and ability to install, maintain, and troubleshoot a wide variety of constantly changing and evolving hardware and software components.
• Knowledge of Windows Server and PC software, electronic mail and common office applications.
• Ability to analyze, evaluate, troubleshoot and resolve system hardware, software or networking-related problems.
• Ability to communicate, both orally and in writing, and to translate technical terminology into terms understandable to non-technical employees.
• Skills to correctly identify problems and develop and implement effective solutions in a timely manner.
• Ability to effectively perform technical tasks.
• Demonstrated ability to adapt to constantly changing environments and deadlines.
• Knowledge to identify system and network requirements that support and enhance the agency’s mission.
• Ability to provide technical support independently and exercise sound judgment when resolving complex or time-sensitive technical issues.
• Ability to provide technical guidance and support to Level 1 technical staff and end users.
• Ability to work independently.
• Ability to work effectively as part of a technical team.
• Ability to set and manage job priorities.
• Ability to determine and distinguish between critical and non-critical demands and requests.
• Graduation from an approved high school supplemented by completion of approved college-level coursework in computer science or a related technical area and two to three years of system and network development, maintenance, and support experience.
• Valid Montana driver's license for positions requiring travel; proof of insurance if using a personal vehicle on State business.

Nice To Haves

• Experience providing technical support in a multi-user information technology environment and experience troubleshooting complex hardware, software, network, or systems issues is preferred.
• Experience supporting court proceedings, remote hearings, audio-visual systems, or other technology-dependent environments is desirable.

Responsibilities

• Serves as the primary information technology support contact for the Supreme Court Building and provides technical support for Supreme Court operations.
• Provides policy, standards and technical support to all agency staff on all network and Judiciary-related software and hardware products using knowledge of principles and theories of computer science and of programs, agency, and state computer policies and standards, computer operating systems, software, equipment and network requirements for computer systems running Microsoft Windows and other specialized software.
• Ensures that critical systems vital for information services remain functional.
• Develops, implements and maintains system and network security and backup methods and techniques.
• Maintains and monitors critical applications, databases and services running on all Windows servers.
• Evaluates, reviews and makes recommendations regarding new hardware, software, and networking capabilities and solutions for the programs used by the courts.
• Installs new client and server hardware and software as needed for the programs and assures updates are done in a timely manner.
• Responds to problems on either server or client platforms or peripherals. Troubleshoots the problem and corrects or makes recommendations for the correction of the problem.
• Provides Level 2 technical support and assists Level 1 technical staff, security personnel, system administrators, and other IT staff with complex or difficult hardware, software, network, and system issues.
• Facilitates technology needs for Supreme Court remote hearings, meetings, and other court proceedings.
• Assists with audio-visual support and deployments in coordination with the Audio-Video Coordinator.
• Assists with hardware deployments and technology implementations at court locations throughout the state.
• Develops and maintains technical documentation, procedures, and troubleshooting resources for Level 1 technical staff and end users.
• Develops documentation of procedures or methods as needed.
• Researches and evaluates emerging technologies, methods, techniques, procedures, hardware and software for use by the professional and end user staff.
• Attends training workshops, product demonstrations, conferences, technical briefings and conventions; stays abreast of technology changes.
• Assists in coordinating and directing office automation services including vendor interface, equipment maintenance and repair, and supplies.
• Makes recommendations and confers with officials of courts or agencies involved with information technology services.
• Assists in all phases of system development relating to microcomputers.
• Travels to court locations and other work sites as needed to provide technical support, assist with deployments, and support court operations.

Benefits

• Work/life balance
• Family friendly policies
• Dedicated and caring colleagues
• Health coverage
• Retirement plans
• Paid vacation, sick leave, and Holidays (combination of up to 38 per year)
• Opportunities and room for professional growth
• Public Service Loan Forgiveness - Employment with the State of Montana may qualify you to receive student loan forgiveness under the PSLF

What This Job Offers

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