Telecom/Network Technician II

State of Delaware•Dover, DE

About The Position

The Judicial Information Center (JIC) provides IT products and services to the Delaware Judicial Branch, including 24x7 Service Desk support, network monitoring, and end-user assistance for more than 1,200 customers across 25 court locations. The posting describes a full-time Intake Technician role as the first point of contact for technical assistance. The role receives, documents, and triages service requests, ensuring accurate categorization and timely routing to technical staff. It emphasizes communication, attention to detail, and customer service; basic troubleshooting knowledge is helpful but not required. The position is Monday through Friday, may include occasional travel and participation in an after-hours on-call rotation, and offers a career ladder within the Service Desk team. A satisfactory criminal background check and direct deposit of paychecks are conditions of hire. Applicants are evaluated based on how their education, training, and experience relate to the position requirements. The State of Delaware is an equal opportunity employer and values a diverse workforce. Accommodations are available for applicants with disabilities during the application and employment process.

Requirements

Experience receiving, documenting, and prioritizing IT-related service requests and incidents.
Experience performing first-level troubleshooting for hardware, software, and account access issues.
Experience using ticket management systems to document and track issue resolution.
Strong communication skills and the ability to interact effectively with end-users and technical staff to ensure clear, accurate information flow.

Nice To Haves

One to two years of experience in an IT Service Desk or Help Desk environment.
Experience with and use of ticket management systems.
Familiarity with Microsoft 365 applications, Windows 10/11, and basic IT support concepts.
IT certification such as CompTIA A+, ITIL Foundations, or equivalent.

Responsibilities

Receive, document, and categorize incoming service requests and incidents received by phone, email, or ticket system.
Verify requester information and gather details needed for accurate issue classification and routing.
Perform initial triage and limited troubleshooting for common issues involving user accounts, computers, printers, and mobile devices.
Escalate tickets to the appropriate Service Desk or Network team when required.
Monitor ticket progress and follow up to ensure customer updates and resolutions are communicated.
Provide courteous, professional communication and maintain high customer satisfaction.
Support Service Desk reporting and documentation, accurately recording interactions and resolutions.
Assist with IT asset intake tracking, equipment provisioning coordination, and other administrative Service Desk functions as needed.