IT Support Technician II

POSITION INFORMATION

Job Code: R44320
Full Time Salary Range: $5,166.00 - $7,152.00

FLSA Status: Non-exempt

Click here for information on employee benefits.

This posting may be used to create a Talent Pool. Talent Pools may be used for a period of 10 months after the closing date on a job posting.

MISSION STATEMENT

At the Colorado Judicial Department our mission is to provide a fair and impartial system of justice that:

• Protects constitutional and statutory rights and liberties
• Assures equal access
• Provides fair, timely and constructive resolution of cases
• Enhances public safety
• Supervises offenders
• Facilitates victim and community reparation

STATEMENT OF DUTIES

General Statement Of Duties:
The IT Support Technician II is a tier 2 position that supports all computer related functions within the Colorado Judicial Branch. The IT Support Technician II performs a variety of duties including, but not limited to, computer troubleshooting in an office environment that includes desktop/portable and remote devices, all peripheral devices, application and enterprise system support; troubleshooting all computer hardware and software issues; performs computer repairs; installation and configuration of standard business software, as well as custom court related software. This position assists customers and peer groups with troubleshooting application and hardware installations. Has accountability for ITS computing services and equipment. Duties include scheduling and assigning work, customer service, testing and quality control.

Distinguishing Factors:
This position is distinguished from an IT Support Technician I by expanding the technical role and operational procedures, while also demonstrating an ability to use independent decision making and initiative to solve complex problems. This involves working directly with customers, providing advanced troubleshooting skills, providing assistance to judicial staff, and determining best practices and standard computing procedures. The IT Support Technician II will assists in expediting process workflow while completing business objectives, address all customer computing needs and resolves assigned service requests, monitors site performance and up-time through customer communication and feedback; monitors court backups; identifies trends, and communicates with local administration and peer groups as needed. The position recommends and initiates process improvements to maximize operational efficiency. This position reports directly to the Technical Support Supervisor.

ADDITIONAL COMMENTS

ESSENTIAL FUNCTIONS

ESSENTIAL FUNCTIONS CONT.

May install, configure, test, maintain, monitor, and troubleshoot associated end-user workstation software and networking software products as required.
Assists with office telephone support; both analog and IP telephony equipment.

Assist and lead hardware and software rollouts, special projects, and testing within specified deadlines.

Maintains and updates user account information and group permissions.

Collaborates with software engineers and business analysts to test, troubleshoot, and validate new software programs and applications.

Assists with security needs and data recovery to include virus/spam removal with end users; uses decryption codes and necessary files to support hard drive troubleshooting and data recovery as necessary.

Reports observed security issues/breaches to supervisors within ITS and local administration as necessary.

Works with vendors to determine warranty or repair status.

Monitors and supports service desk incidents and requests. Verifies issues are handled in a timely manner. Assists with ticket escalation and complex situations.

Actively assists technicians locally or regionally as necessary.

Assisting with troubleshooting ITS systems/infrastructure and computer root cause by working with other technical services team members.

Attend meetings as required.

Other duties as assigned.

Supervisor Responsibilities:
No formal supervisory responsibility. Responsible for one's own work product and work within a unit performing similar functions. Rarely provides lead function, advice, or explains work instructions to other employees or volunteers.

MINIMUM QUALIFICATIONS

Minimum Education:
Graduation from an accredited college or university with a bachelor’s degree in computer science or related field and two years of professional computer/IT technical support experience.

OR

Four years of professional computer/IT technical support experience.

Physical Demands:
While performing the duties of this job the employee is regularly required to walk. The employee is frequently required to stand; sit; reach with hands and arms; and perform repetitive motions with wrists, hands, and fingers; stoop, kneel, crouch, or crawl; and talk or hear. The employee is occasionally required to climb or balance. The employee must frequently lift and/or move up to 35 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

Work Environment:
While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and high precarious places. Occasionally handles emergency or crisis situations; frequently subject to interruptions, and multiple calls and inquiries. The noise level in the work environment is usually moderate.