PC/LAN Technician

Maricopa County•Phoenix, AZ

1d•Onsite

About The Position

The PC/LAN Technician performs PC, network, and end-user device maintenance and technical support activities in direct support of judges, court staff, and other Judicial Branch personnel across courthouse and administrative locations throughout Maricopa County, including desktops, laptops, tablets, and public-facing self-service kiosks. This position helps ensure reliable, day-to-day technology functionality in support of court operations and public-facing court services and operates within established IT service management practices for incident handling and service level adherence. The Superior Court of the Judicial Branch of Arizona in Maricopa County is dedicated to providing a safe, fair, and impartial forum for resolving disputes, enhancing access to our services, and providing innovative, evidenced-based practices that improve the safety of our community and ensure the public's trust and confidence in the Judicial Branch. The Superior Court in Maricopa County, one of the largest, most innovative progressive trial courts in the nation, seeks innovative individuals to join our team who will embrace our vision of excellence and the principles inherent in the Rule of Law...every person, every day, every time. We fulfill these principles through a culture that values fairness, respect, integrity, innovation, and safety.

Requirements

High School diploma or GED
Three (3) years of related experience in computer/network maintenance, desktop support, or applications support OR Combined education and experience qualifications: An equivalent combination of post-secondary education and/or job-related experience as outlined above may substitute on a year–for–year basis.
Must possess or have the ability to obtain a valid Arizona driver’s license at the time of hire.
Applicants must currently reside in Arizona or be willing to relocate to Arizona by the time of hire.
The Judicial Branch is unable to provide visa sponsorship (i.e. H-1B visa etc.).

Nice To Haves

Post-secondary coursework, an associate degree, or technical certification in Information Technology, Computer Science, or a related field.
A recognized foundational IT support certification (e.g., CompTIA A+).
Prior experience supporting a courthouse, government, or other public-sector environment.
Experience with Microsoft Intune or similar endpoint/mobile device management platforms.
Experience with ServiceNow or a similar ITSM ticketing platform.
ITIL Foundation certification or equivalent IT service management training.
Technical certification in a relevant IT discipline.

Responsibilities

Troubleshoots and resolves PC and peripheral device hardware and software-related problems with minimal supervision.
Troubleshoots and resolves desktop printer connectivity, configuration, and hardware-related issues.
Identifies and distinguishes common types of LAN and Internet connectivity problems and resolves them with little or no supervision, escalating network-level issues to the county's ETI network support team as needed.
Apply standard diagnostic and troubleshooting principles, theories, concepts, and techniques in resolving user issues and technical problems.
Provides technology support to judges, court staff, and other Judicial Branch personnel across courtrooms, chambers, and administrative work areas.
Supports tablets and public-facing self-service kiosks (e.g., docket kiosks), including basic troubleshooting, maintenance, and coordination of repairs or replacements.
Assists with the setup, maintenance, and troubleshooting of technology used to support courtroom proceedings and public-facing court service points, as assigned, coordinating with CTS Courtroom AV staff on audio/visual-specific issues.
Images, deploys, and maintains desktop and laptop computers, including enrollment and configuration in Microsoft Intune.
Coordinates with CTS Systems Administration staff on issues requiring server, infrastructure, or systems-level support beyond the scope of desktop troubleshooting.
Works closely with the CTS Help Desk on ticket intake, dispatch, and escalation.
Creates, updates, and resolves tickets in ServiceNow from beginning to end, documenting steps taken to resolve customer issues in accordance with established service level agreements (SLAs).
Documents issues and resolutions for team members.
Creates and maintains troubleshooting guides, knowledge base articles, and step-by-step documentation to support consistent, repeatable issue resolution across the team.
Provides and maintains a high level of customer service and communication while maintaining a patient, respectful, courteous, and professional demeanor, adapting communication style to the technical familiarity of judges, court staff, and members of the public.
Proactively seeks ways to help customers, assist team members, resolve problems, and improve services delivered to customers.
Exercises discretion and follow established confidentiality practices when supporting technology that accesses or stores court records or case-related information.