Computer Support Specialist (Hendry County)

SUMMARY
This position is responsible for all helpdesk and end-user support and ensures the smooth and continual operation of the Court Technology Department.
Primary responsibilities include the following: (1) Provide Tier 1 Desktop Support, (2) Maintain Inventory, (3) Deploy and Maintain Audio/Visual Technology (4) Customer Service; (5) Other Duties as Assigned.

ESSENTIAL DUTIES AND RESPONSIBILITIES
The following duties are normal for this position.  The omission of specific statements of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this classification.

1. Provide Tier 1 Desktop Support

• Provide first level support to end-users for helpdesk requests
• Deploy hardware to replace equipment when damaged or due to refresh cycle
• Research and solve complex PC issues independently
• Analyze and identify common problem areas for users in order to improve desktop support experience
• Install and configure a wide variety of new and existing software in support of evolving court needs

• Receive and inspect new hardware and software resources, affix Court Administration property labels, and record appropriate serial numbers and license numbers for inventory and tracking purposes
• Maintain 100% accurate inventory when adding, changing, or removing equipment
• Assist in locating assets in support of inventory and/or audit activities

• Deliver, setup, and test AV equipment in courtrooms and other locations in support of trials, hearings, and other court events
• Perform periodic testing, inventory, and preventative maintenance on the court’s AV equipment
• Recommend and implement systems and/or techniques to minimize damage to and loss/theft of court AV equipment

• Receive and respond to user help requests in-person & via e-mail, voicemail, telephone
• Maintain helpdesk ticket tracking system
• Maintain effective follow-up program to ensure excellent customer service
• Interact and problem-solve with judges and other court personnel in order to leverage available technology resources to the best possible effect for end-users
    

QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed in this document are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Knowledge of: 

• General PC repair
• Installation, configuration, and troubleshooting of a wide variety of thick-client and web-based applications
• Audio/Visual devices and presentation systems configuration and use

• Effectively troubleshoot complex PC/networking issues
• Setup and troubleshoot AV equipment
• Work independently to research and solve technical issues with minimal assistance
• Provide training on AV equipment
• Provide excellent customer service
• Ability to work effectively independently and/or as a team member
• Maintain CJIS Security Awareness Training – level 4
• Provide effective, accurate, professional, polite, friendly, and prompt customer service to the public and other agency personnel, AOC employees, and the Judiciary
• Maintain consistent and regular attendance, which is required

• Valid Driver’s License is required (Florida Driver’s License required within 10 days of hire)
• CJIS Security Awareness Training – level 4
• A+ or Net+ certifications desirable
• Windows and Microsoft Office product familiarity and experience are required (related certifications are desirable)

SUPERVISORY RESPONSIBILITIES
None

LANGUAGE SKILLS
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.  Ability to write reports, business correspondence, and procedure manuals.  Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, percentages, and decimals.

REASONING ABILITY
Must be able to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.   Ability to deal with problems involving several concrete variables in standardized situations.  Must be able to evaluate problems, isolate key issues, research and develop alternative solutions, and to present management with recommendations that include, at a minimum, the advantages, the disadvantages, and the cost and staff impact of recommendations.

PHYSICAL DEMANDS
While performing the duties of this position you are regularly required to stand, walk, talk, hear; frequently required to feel, reach with hands and arms, taste, or smell; occasionally required to sit, climb or balance and stoop, kneel, crouch, or crawl; must frequently lift and/or move up to 25 pounds.  Specific vision abilities required by this position include close vision, distance vision, color vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT
The work environment for this position is moderate to noisy.

EQUIPMENT UTILIZED
Automobile, personal computers, laptop computers, printers, telephone, copier, fax machine, scanner, general PC repair tools, and miscellaneous office equipment.
This position description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position.  Employee(s) will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.