Service Desk Technician

Cuyahoga County Prosecutor's Office•Cleveland, OH

2d•$55,000 - $59,164•Onsite

About The Position

The purpose of this classification is to respond to incoming calls and provide first level problem determinations and immediate resolution, referring more difficult problems to proper personnel. The employee in this classification performs entry level technical work. This classification provides feedback to callers, records calls, enters tickets into the tracking system and places and monitors service calls with external service providers.

Requirements

Associate’s degree in computer science or information technology with two (2) years of computer information systems experience; or any equivalent combination of training and experience
Detailed working knowledge of the core Microsoft Office 365 applications including Word, Outlook, Excel, PowerPoint, and Teams; and familiarity with the SharePoint 365 environment.
Ability to follow instructions, follow through and effectively communicate results.
Ability to self-teach and learn new software programs and systems’ technologies
Ability to comprehend a variety of informational documents including emails, forms, reports, memos and correspondence.
Ability to comprehend a variety of reference books and manuals including computer software manual and policies and procedure manuals.
Ability to prepare presentations, reports, helpdesk ticket responses, emails, and other job-related documents using prescribed format and conforming to all rules of punctuation, grammar, diction and style.
Ability to develop and maintain effective working relationships with a variety of individuals within and outside the Department.

Responsibilities

Answers phone lines and provides first level problem determination and resolution
Troubleshoots equipment problems and places service calls to maintenance vendors
Refers problems to supervisor, other support areas, or higher-level technicians as necessary
Provides first level support on applications and operating systems for network based personal computers
Logs problems and status and enters into tracking system
Visits and supports offsite locations, such as CFS, Juvenile Center, Court Rooms, etc.
Troubleshoots desktop and laptop computers, printers, fax machines, and/or other peripheral devices
Sets up audio and video equipment for trial use
Assists with special projects as assigned, which can include research, presentation, training, audit assistance, data entry, physical file manipulation, scanning operations, and reorganization of department spaces.
Performs support and training for end user software
Assists users in a variety of software systems, such as Justice Matters, CRIME, SharePoint, etc.
Supports/assist users with a variety of technical functions
Assists users in printing posters, photos, and documents for use in trials
Converts a variety of media into digital file formats
Redacts audio and video files per Prosecutor request.
Maintains equipment inventory integrity using the CCPO Office Inventory system and assists with the annual year end physical equipment inventory.