Description
General Description
Provide client facing support and services for hardware, software, and applications issues.
Essential Duties
Employees performing in this job function may perform some or all of these duties. The omission of specific statements of duties does not exclude them from the position if the work is similar, related, or a logical assignment to the position.
• Capture, evaluate, prioritize, resolve or escalate incoming telephone, voice mail, e-mail, tickets, and in-person requests from users experiencing problems with computing hardware, software, networking, mobile, telephony and other user related technologies.
• Provide Tier 1 and Tier 2 desktop and mobile support, limited Tier 1 and 2 application support, and limited Tier 1 network support.
• Maintain logins, passwords, and security access for user access accounts.
• Assist in major network application upgrades and deployment of software to desktops.
• Install, upgrade, move and maintain desktop, laptop, printers, scanners, and peripherals.
• Tier 1 support for both desktop and mobile telecommunications equipment and services.
• Troubleshoot hardware, software and application problems. Repair maintain and upgrade computer / software equipment as required.
• Provide end user support for Tier 1 malware avoidance and event remediation.
• Manage processes and procedures to prevent data loss / data exposure of sensitive court data by application of encryption technologies and media destruction in compliance with compliance with U.S. National Institute of Standards and Technology (NIST) Special Publication 800-88-Rev1, Guidelines for Media Sanitation in the U.S. markets.
• Update and maintain Incident Reports.
• Maintain technology-related asset records including manage equipment receipt, return, tracking and disposal procedures.
• Contact and coordinate with vendors and service providers to request service regarding defective products, maintenance repairs and services.
• Manage in Active Directory contacts and list membership to verify and distribute reports to other divisions, external customers and agencies.
• Train users in self-service issue resolution to address commonly reported and simple issues.
• Document issues and solutions for future resolution of similar issues; recommend and develop process improvements. Maintain knowledge base for resolutions.
• Provide training, mentoring and support to peer analysts in fulfilling job responsibilities.
• Provide afterhours technical support (on-call/rotation) as needed.
• Communicate with management, co-workers, staff, and the general public in a courteous and professional manner.
• Conform with and abide by all regulations, policies, work procedures and instructions.
• Act, dress, and behave in a professional manner.
Knowledge, Skills and Abilities
• Must possess strong PC and peripheral knowledge/skills, be knowledgeable with Windows operating systems, MS Office 365, and Imaging.
• Strong understanding of desktop Cybersecurity protections and importance.
• Demonstrated experience in Technical Support/Help Desk functions.
• Strong knowledge with in service reporting tools, MS Outlook/Exchange, Software distribution tools and System administration tools including Active Directory.
• Skilled in maintenance and repair of desktop, laptop, printers, scanners, mobile devices.
• Knowledge of Networking and web technologies.
• Able to maintain confidential and sensitive information.
• Demonstrate ability to make sound and timely decisions.
• Possess ability to follow established procedures, instruction, and policies.
• Understanding of desktop and mobile phone support.
• Ability to work in a fast paced, automated environment which experiences numerous interruptions. Ability to work in highly stressful situations.
Requirements 
