Computer Support Technician (Jo#6176)

JOB TITLE:**Computer Support Technician

LOCATION:**Sacramento

JOB OPENING #:**6176

OVERVIEW

The Judicial Council of California supports California’s court system, the largest in the nation, serving a population of more than 39.5 million people— about 12 percent of the total U.S. population. Our mission includes a commitment to providing fair and equal access to justice for all Californians.

The Computer Support Technician provides direct desktop support for the 875+ Judicial Council staff based in San Francisco and Sacramento. This position ensures customer satisfaction by timely resolution and/or escalation of hardware and software technical issues, the maintenance and monitoring of assigned products, and the deployment of new hardware and software as well as asset management of equipment needed by the Judicial Council staff. Through the ServiceNow call management system, issues are logged, assigned, tracked and updated to the various end users. Using established procedures and processes, this position works with all levels within the organization and is subject to the supervision of an Information Systems Supervisor.

This position also includes working with the other internal JC IT business units, other Judicial Council departments, visiting members of the judicial branch and vendors.

This position works collaboratively with the Computer Support staff but works independently with general supervision.

The Judicial Council strives for work life balance and includes substantial vacation and holiday time. In addition, we offer an excellent benefits package including pension, medical, dental and vision coverage, flexible spending, up to $130 per month reimbursement for qualifying commuting costs, and retirement savings plans. In San Francisco, the office is only a 7-minute walk from the Civic Center BART station in downtown San Francisco. In Sacramento, the office is located minutes from downtown, just north of Discovery Park.

The successful candidate will be expected to work in the Judicial Council’s Sacramento office; Hybrid work options for employees who live in areas surrounding these locations may be considered.

RESPONSIBILITIES

Performs desktop and end-user support for the 875+ Judicial Council staff located at the Golden Gate Ave/San Francisco and Gateway Oaks/Sacramento locations so that technical issues receive timely resolution and/or escalation for assistance.

• Investigates and responds to end users’ calls/incidents for hardware and software technical assistance and resolves problems in a timely and professional manner.

• Installs, operates, troubleshoots and repairs issues with computers, printers, copiers, scanners, tablets, mobile devices and other peripheral equipment.

Performs account administration (installs, moves, adds, changes) for 875+ Judicial Council staff so that each has secured credentials, current equipment and the necessary permissions to access the network file system.

• Establishes and maintains user accounts, distribution groups and related security for email and file systems.

• Prepares, images and deploys laptops and tablet devices for use within the JCC enterprise network domain.

Conducts maintenance and monitoring of assigned products to ensure that current hardware and software is installed and operating efficiently for the Judicial Council 875+ staff.

• Makes recommendations to management on how to approach technical issues, especially if software is not compliant.

• Manages and updates inventory: receiving deliveries, tagging assets, deploying equipment, tracking locations, handling equipment returns and preparing for disposal.

Distributes, deploys and installs hardware and software for the Judicial Council 875+ staff. Participates in procurement and asset management process for annual refresh and asset disposal.

• Updates malware/virus definitions for antivirus software package.

• Determines action plan, schedules upgrades, and implements systems and software changes to meet established product rollout guidelines.

Other Duties and Responsibilities:

• Staff Meetings (weekly)

• Core Infrastructure Team /Change Control Meetings (weekly)

• Divisional / Office Meetings (monthly)

• Personal Development Training (annually)

• 1-on-1’s with Supervisor (bi-weekly)

MINIMUM QUALIFICATIONS

Education and Experience

Three (3) years of front-facing customer and technical support experience in a moderately sized technology environment.

OR

Associate’s degree, preferably in computer science or equivalent certification, and one (1) year of front-facing customer and technical support experience in a moderately sized technology environment. Additional directly related experience and/or education may be substituted on a year-for-year basis

Desirable Qualifications

• Familiarity with helpdesk/call management software (knowledge of ServiceNow a plus).

• Familiarity with Dell computers, HP printers, including supporting, deploying, imaging, etc. in a Microsoft Windows operating environment.

• Supporting various production applications and Microsoft-based software.

• Supporting users in an enterprise environment with mobile devices.

• Familiarity with Microsoft Exchange and Office 365.

• Ability to communicate clearly on a frequent and consistent basis.

• Ability to provide exemplary customer service and empathy for non-technical users.

• Experience supporting users remotely and onsite at multiple sites, in an enterprise environment.

• Works well both independently and in team environments.

Other Information

Please note: If you are selected for hire, verification of employment eligibility or authorization to work in the United States will be required.

HOW TO APPLY

To ensure consideration of your application for the earliest round of interviews, please apply by 5:00 P.M. on Saturday, March 9, 2024. This position requires the submission of our official application, a resume and a response to the supplemental questions.

To complete the online application, please go to https://www.courts.ca.gov/careers.htm and search for JO# 6176.

The Judicial Council provides reasonable accommodation to applicants with disabilities who request such accommodation. Reasonable accommodation needs should be requested through Human Resources at (415) 865-4260. Telecommunications Device for the Deaf (415) 865-4272.

PAYMENT & BENEFITS

$5,592 - $7,828 per month

Some highlights of our benefits package include:

• Health/Dental/Vision benefits program

• 14 paid holidays per calendar year

• Choice of Annual Leave or Sick/Vacation Leave

• 1 personal holiday per year

• Up to $130 per month reimbursement for qualifying commuting costs

• CalPERS Retirement Plan

• 401(k) and 457 deferred compensation plans

• Employee Assistance Program

• Basic Life and AD&D Insurance

• FlexElect Program

• Pretax Parking

• Long Term Disability Program (employee paid/optional)

• Group Legal Plan (employee paid/optional)

The Judicial Council of California Is an Equal Opportunity Employer.

Job Type: Full-time

Pay: $5,592.00 - $7,828.00 per month

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 3 years

Schedule:

• 8 hour shift

Ability to Relocate:

• San Francisco, CA 94102: Relocate before starting work (Required)

Work Location: Hybrid remote in San Francisco, CA 94102