16th Judicial Circuit Court (IT Support Analyst - Key West)

16th Judicial Circuit

Job Description

Description

The IT Support Analyst will provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software,
and peripherals. They will also be responsible for responding to, documenting, and resolving service requests in a timely manner.  The IT Support Analyst
must have excellent problem-solving skills to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate them to appropriate
IT staff members.

The IT Support Analyst will also perform root cause analysis, develop checklists for typical problems, recommend procedures and controls for problem
prevention, and provide end-user training on software or systems used by the Court. This position will support multiple platforms including desktops, laptops,
mobile devices, videoconferencing, and courtroom digital recordation equipment. This position may require independent work, sharing information and
assisting others with work orders.  This position works under the supervision of the Trial Court Technology Officer.

Successful candidate will be reliable (with good attendance), responsible, honest, flexible, and team oriented.

Examples of Work Performed

• Provide exceptional customer service.
• Identify, diagnose, and resolve Level One problems for users on computer software and hardware, including basic network troubleshooting.
• Installation and configuration of end-user computer desktop hardware, software, and peripherals.
• Create documentation and provide end user training on deployed technology solutions as required.
• Coordinates with vendors for timely repair of any computer hardware and software covered by third-party maintenance agreements.
• Assists in troubleshooting more complex computer system or network problems when needed.
• Assists with digital court reporting (recordation software and hardware) as needed.
• Completes technical tasks, such as serving as video conferencing coordinator for the court or managing special technical projects as directed by the
  Court Technology Officer.
• Setup equipment for any videoconferencing needs as required.
• The omission of specific statements does not preclude management from assigning specific duties not listed herein if such duties are a logical assignment
  to the position.

Qualifications:    Deliver technical customer support over the phone and on location; identify, troubleshoot and resolve a wide range of technical computer-related
problems; make the distinction between Level One and Level Two end-user problems; identify, evaluate and solve end-user workstation problems; support and train
end-users in a wide range of software applications as needed; read, understand and apply complex technical information; master new computer technology; maintain

cooperative working relationships; demonstrate sensitivity to, and respect for, a diverse population. The ability to support computer-based video teleconferencing
and digital audio recordation as needed. The ability to operate digital cameras and video cameras. Valid driver’s license and some local travel required.

Knowledge:  Desktop operating systems, various software applications and basic hardware for the PC; principles and theories of network systems and management;
internet technologies and products; basic understanding of electrical and safety procedures. Understanding of digital audio and video recordation; and video conferencing.

Education:  Four-year degree in computer science or MIS is preferred or a degree in criminology, business, public administration or similar field with IT-related course
work and/or experience. Related experience may substitute for education on a year for year basis. Professional certification in IT may substitute for two years of the
recommended college education.

Experience: Two to five years providing end-user support installing, upgrading, troubleshooting and repairing personal computers in a network environment.