Desktop Support Technician

The Maryland Judiciary offers a generous benefit package including medical, dental, vision, life insurance, paid time off, paid holidays, tuition assistance, continuing education programs, employee assistance programs, and State Retirement and Pension plans. Telework, up to 2 days per week, may also be available. Telework eligibility is based on job functions and the approval of the Administrative Head.

Maryland Judiciary Benefits (mdcourts.gov)

About the Maryland Court System | Maryland Courts (mdcourts.gov)

Essential Functions:

The Desktop Support Technician (DST) provides excellent customer service to all judicial stakeholders. After receiving triaged tickets from Customer Services, the incumbent expertly diagnoses, troubleshoots, and repairs computer-based issues. Additionally, the DST provides in-person support for Moves, Adds, and Changes (MACs) as it pertains to computer-based assets and their associated peripherals.

Without supervision, apply understanding of technologies and applications used by the Judiciary, its users, and the groups that directly support them to resolve oftentimes complex technical issues affecting both hardware and software while adhering to established SLA times.

Accurately track Judicial computer assets throughout the state as they go through various stages of the ITIL lifecycle.

Track existing JIS support tickets to ensure proper assignment and timely resolution are consistently achieved.

Assist in the testing and deployment of both the primary `golden? image used in Judiciary-issue, Windows-based PCs and the primary 'golden' image used in our Virtual Desktop Infrastructure (VDI/VMWare Horizon).

Assist in ensuring all computer devices within the Judiciary are compliant with currently mandated security policies.

Other duties or tasks as assigned by management.

Education:

High School diploma (or GED equivalent).

Experience:

Three (3) years of formal information technology, Desktop Support, customer support, customer service, or technology management experience.

Knowledge of:

Windows, remote access communications and support, wireless network access technologies and hardware, and MS Office applications.

Skill in:

Interpersonal relations and customer service.

Effective verbal and written communication.

Ability to:

Follow established JIS policies and procedures.

Interact with management and the Judiciary userbase at a variety of levels with integrity and professionalism.

Handle confidential information with tact and poise.

Be punctual, organized, and self-motivated.

Adapt quickly and easily to changing organizational needs.

Learn and think critically.

Ensure proper recording, documentation, routing, and closure of incidents.

Learn and understand support needs for Judiciary?s application portfolio, to include both COTS and in-house applications.

Achieve desired results while working collaboratively in a team environment.

The Maryland Judiciary is a drug-free workplace and an equal opportunity employer, committed to diversity in the workplace. We do not discriminate on the basis of race, color, religion, age, sex, marital status, national origin, physical or mental disability, familial status, genetic information, gender identity or expression, sexual orientation, or any other characteristic protected by State or federal law. Applicants who need an ADA Accommodation during the application and/or interview process should send their request via email to ADA@mdcourts.gov. Applicants must be United States citizens or eligible to work in the United States.