IT Field Service Technician - 7th District

Idaho State Supreme Court•Boise, ID

13d•Onsite

About The Position

The IT Field Service Technician supports computer-related functions for the Idaho Supreme Court’s trial courts in the Seventh Judicial District. The role provides technical support in courtroom and office environments for desktop, portable, and remote devices, peripheral devices, applications, and enterprise systems. It troubleshoots hardware and software issues and performs repairs, installations, and configurations of standard business and custom court software. The position is accountable for computing services and equipment, including scheduling, customer service, service-ticket response, testing, and quality control. The technician manages and maintains local computing infrastructure and devices, works with IT and court leadership to prioritize work, and provides timely end-user support. The role builds working relationships with judges, clerks, and court staff, and acts as a liaison between district staff and centralized IT leadership. The position is located in the Seventh Judicial District and reports to the Supervising IT Field Technician. It requires travel throughout Idaho and includes other duties as assigned.

Requirements

Three years of IT support experience.
Knowledge and experience with Microsoft Windows-based servers.
Knowledge and experience with Microsoft Windows operating systems.
Knowledge and experience with Microsoft Office and O365.
Knowledge of basic wired and wireless LAN/WAN configuration and troubleshooting.
Skill in providing excellent customer service.
Ability to travel throughout the judicial district as needed.
Ability to communicate effectively verbally and in writing.
Ability to understand the impact of software, system, or application changes on customers.
Ability to handle a heavy support or call volume and prioritize based on customer needs and impacts.
Ability to work independently.
The employer may consider an equivalent combination of education, training, and experience needed to perform the major responsibilities.

Nice To Haves

Bachelor’s degree preferred.
Knowledge and experience with Windows Active Directory and policy management.
Knowledge of enterprise video conferencing systems.
Knowledge of court processes and court information systems.

Responsibilities

Understand court processes so that technical solutions appropriately address user needs.
Manage and maintain local computing infrastructure and devices within assigned districts or regions.
Work with IT leadership and district court leadership to prioritize tasks and projects and provide timely end-user support.
Maintain working relationships with judges, clerks, and other court staff, and act as a liaison between local court staff and centralized IT leadership.
Diagnose problems, communicate with users, and provide break/fix solutions in accordance with IT policies and procedures; identify alternate methods or solutions when necessary.
Install, configure, and troubleshoot desktop and laptop hardware, printers, peripheral devices, and conference room devices.
Coordinate or perform migration of customer data from decommissioned devices to replacement equipment.
Install, configure, and maintain software on mobile devices.
Assist with equipment shipments, receivables, and surplus processing in accordance with court procedures.
Provide on-site technical support during high-profile or time-sensitive court proceedings.
Conduct proactive courthouse site visits to identify potential issues and help ensure reliable technology performance.
Identify recurring technology or workflow challenges and recommend court-specific improvements.
Maintain accurate serialized asset information in the inventory system.
Assist court staff and local administration with office moves, additions, and changes.
Communicate issue status, resolutions, and task completion to end users and staff; escalate issues to technical services colleagues as appropriate.
Work with IT staff to install, configure, and maintain courtroom audio-recording hardware, software, and data archives.
Troubleshoot basic LAN/WAN connectivity for networked devices, coordinate with appropriate IT staff, and inform local administration of resolution status.
Coordinate with project management on new construction and infrastructure initiatives.
Collaborate with internal IT teams and external IT stakeholders on hardware and software migrations.
Assist with security needs and data recovery, including virus and spam removal; use decryption codes and necessary files for hard-drive troubleshooting and recovery as needed.
Report observed security issues or breaches to IT supervisors and local administration as necessary.
Work with IT staff and vendors to determine warranty or repair status.
Track and oversee service-desk incidents and requests to support timely responses, resolutions, and adherence to service-level agreements.
Attend meetings as required.
Travel throughout Idaho and perform other duties as assigned.