Endpoint Support Specialist

The Administrative Office of the Courts, Information Technology Services Division, is seeking a qualified individual to fill the position of Endpoint Support Specialist. Under general supervision, this position is charged with providing telephone support of average difficulty for state standard technology equipment, provided to judges and staff, or purchased by court clerks. Also, under general supervision is responsible of the deployment and maintenance of workstation computers, desktop operating systems, desktop application software.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

· Provides contact and problem-solving resolution for all users with hardware, software and application problems. Researches problems and uses troubleshooting skills for resolution. Reviews requests from customer to verify accuracy and standards compliance. Performs installations, configurations, and ongoing usability of network devices, desktop computers, peripheral equipment and software within established standards and guidelines. Deploys workstation images to physical and virtual workstations. Maintains general knowledge of all desktop systems and technologies in use. Researches questions using available information resources. Maintains IT department documentation.

· Monitors and responds quickly and effectively to requests received through the Information Technology Services Division (ITSD) Help Desk. Answer incoming calls to ITSD Help Desk in order to assist callers in the resolution of technology issues with the goal of resolving problems and preventing the necessity of on-site service calls.

· Maintains general knowledge of all desktop systems and technologies in use. Researches questions using available information resources. Contributes to departmental productivity and development objectives by participating in training programs. Meets with ITSD staff, attends webinars, and reads industry related publications to remain abreast of advance technology.

· Gather accurate and sufficient information to determine the absolute necessity of, (1) referring caller to a Level Two support person or, (2) opening service request for on-site visit when other remedial attempts have been exhausted.

· Process and file incoming staff change requests from clerk’s offices to ensure accurate user listings and to prevent unauthorized access. Assist court clerks with backup device rotation to ensure data protection

· Assist with the maintenance of adequate stock of laser toner cartridges and in the distribution of cartridges to judges’ office as required.

· Perform repairs of minor to average difficulty on out of warranty state equipment

· Assist with minor on-site service needs such as workstation installation/setup/replacement, equipment delivery and pickup, and other tasks as requested by supervisor

· Assist in other areas as requested by supervisor

 

QUALIFICATIONS:

Education and/or Experience: Graduation from an accredited college or university or technical school with an Associate’s Degree in a computer related field and a minimum of two years’ experience in the resolution of technology issues supporting staff in an MS Windows, networked environment.

Substitution of Education for Experience: A Bachelor’s Degree in a computer related field from an accredited college or university may be substituted for the required experience.

Substitution of Experience for Education: Up to two years of experience supporting multiple users in an MS Windows, networked environment may substitute for required education.

This position requires a criminal background check. Therefore, you will be required to provide information about your criminal history in order to be considered for this position.

Equal Employment Opportunity Employer