JA IT Service Technician - Court Information Technology Services (CITeS) Division - (County Funded)

Eleventh Judicial Circuit of Florida•Miami, FL

12d•Onsite

About The Position

The IT Service Technician provides technical support for AOC Judges, Judicial Assistants, Bailiffs, General Magistrates, Court Administrators, Division Directors, AOC staff, and external system users of cMAP. Support is provided onsite or by phone in response to email inquiries. The IT Service Technician's role is to document and solve level 1 issues, prioritize and escalate technology incidents or requests for other CITeS units. The IT Service Technician provides excellent customer service by timely and professionally diagnosing and resolving issues while providing follow up to issues as needed. Organization skills and a good understanding of Microsoft Office applications is required.

Requirements

Graduation from an accredited college or university with an associate's degree in Computer Science, Management of Information Systems, Computer Technology or equivalent technical institution certificate; OR one to three years of Information Systems work experience providing end-user technical assistance
Experience in troubleshooting and solving VPN (Virtual Private Network) and VDI (Virtual Desktop Infrastructure) issues.
Experience in troubleshooting and solving Zoom related issues.
Experience in clearly communicating technical solutions in a user-friendly, professional manner; providing one-on-one end-user training as needed.
Experience in assisting Network Technicians and other senior technical staff; troubleshooting network printer problems.
Possess working knowledge of email management, Internet web browsing troubleshooting, and administration management of the Microsoft Productivity Suite.
Experience in deployment/management/troubleshooting/repair of desktop based hardware and software and thorough understanding of networking concepts.
Experience in conducting hardware and software inventory database maintenance and reporting.
Strong interpersonal and communications skills and the ability to work effectively with a wide range of people in a diverse environment.
Thorough knowledge of email and calendaring functions.
Ability to provide hardware and software support by phone and in person.
Able to follow instructions, work under supervision, and multi-task.
Ability to effectively work in a team environment.
Ability to report at scheduled work time consistently.
Ability to effectively and efficiently troubleshoot and possess excellent problem solving skills.
Must be reliable and possess good organizational skills.
Must be able to transfer up to 50 lbs.
Work involves a significant amount of sitting, walking, standing, bending, talking, listening and reaching with hands and arms as needed to trouble-shoot, repair, and maintain data equipment problems, including workstations, portable/laptop computers, scanners, monitors, printers, telephones, multi-function devices, modems, and other peripherals in all the 11th Judicial Circuit's courthouses throughout Miami-Dade County.
Some risk of electrical shock.
Demonstrates the ability to communicate clearly and effectively using language that is grammatically accurate.
Able to convey ideas in a concise and organized way, both verbally and in writing.
Valid Florida driver license is required.

Nice To Haves

A+, ITIL V3, MCP OR MCSA certification preferred but not required.
Certification in A+, ITIL V3, MCP or MCSA preferred.

Responsibilities

Troubleshoots, repairs, installs and maintains PC related hardware on the Circuit’s network.
Organizes and prioritizes requests for service and on an as-needed basis
Works with vendors to resolve hardware and software problems.
Visits offices throughout the 11th Judicial Circuit to trouble-shoot, repair, and maintain data equipment, including workstations, portable/laptop computers, scanners, monitors, printers, telephones, multi-function devices, modems, and other peripherals.
Tracks technical inventory and work orders and ensures this information is updated and accurate in the Information Technology Department’s work order tracking system.
Assists in developing specifications and recommends computer related purchases to management.
Coordinates work orders for the installation of new equipment.
Ensures all necessary software and data is migrated and network connectivity is established for migration of users throughout the enterprise.
Plans, schedules and coordinates new operating systems releases, software/hardware changes, and preventative maintenance changes.
Adheres to Court Information Technology Services IT Governance policies and procedures.
Provides software support on approved applications and operating systems.
Assists with special projects as needed.
When necessary, escalates problems to management or the appropriate secondary level of support resource for resolution.
Performs related work as required.