Help Desk Technician

The Supreme Court of Ohio is seeking an experienced professional to fill the position of Help Desk Technician in the Network & Technology Resources section of the Information Technology Division.  The successful candidate will provide specialized and technical assistance and support for Court staff, justices, and other users of the Court's information systems including staffing the Court's Help Desk, trouble-shooting technical problems over the phone or in person, when necessary, and provide training for users in desktop or network applications. 

What you will do:

• Responsible for user support functions including troubleshooting and resolving end user technology issues.  Performs setup of new user profiles and ensures network connectivity.  Provides hands-on training for hardware and software applications with end users. Responsible for resetting passwords, assisting users with remote access and VPN connections, including installing certificates, configuring software, and troubleshooting issues.
• Desktop and equipment management responsibilities include creation, deployment, and maintenance of desktop/laptop images using enterprise desktop imaging software. Installs software; unpacks, prepares, and installs computers, monitors, printers, telephones, and other peripherals into user areas. Troubleshoots and repairs computer and printer hardware and software problems. Responds to virus incidents and cleans up affected systems. Responsible for maintaining current inventory of computer hardware and software, printers, and other IT equipment with use of automated inventory tools. Maintains current knowledge on new desktop software versions and features through research and testing.  Coordinates salvage preparation and disposal of equipment. Maintains Microsoft Office 365 user accounts, computer accounts, cell phones, data cards, and loaner equipment pools.
• Networking support responsibilities include assisting with wired and wireless network connectivity, including connecting cables, configuring operating system settings, and troubleshooting connectivity problems. Monitoring and replacing UPS batteries in network data closets. Assisting with configuring court supplied mobile devices for network access.  Assists with configuring user owned devices (smartphones, tablets, etc.) for approved network access and email, calendar and file syncing.
• Responsible for providing A/V Support and other technology support for the meetings and events at the Court and other designated locations, including setting up laptops, projectors, televisions, and sound systems for meetings. Provides support for conference calling, video conference, and web-based conferencing technologies. Also, responsible for providing occasional afterhours support for scheduled events.
• Escalates issues to appropriate subject matter experts and follows up.  Documents problems and solutions in ticketing system and develop knowledgebase articles, FAQs, and other training materials.  Uses research and information retrieval skills to answer questions and resolve issues, including the use of resources such as knowledge bases, manuals, support sites, and vendors. Builds relationships and rapport with other IT staff and users.

What's in it for you:

The Supreme Court of Ohio offers a generous compensation package which includes salaries reviewed annually for market adjustments; health, vision, dental, and life insurance; 14% employer contribution to the state retirement plan (OPERS); tuition reimbursement; flex time; and paid vacation, personal and sick time earned in the first month of employment.

What we're looking for:

• Requires an Associate degree in computer science, Information Technology, or related computer field, and at least one year of related experience supporting multiple end user workstations in a networked environment.  Bachelor's degree preferred. 
• Though infrequent, ability to work occasional non-standard hours including weekends is necessary.
• Certifications in one or more of the following disciplines are preferred: Microsoft certifications in desktop configuration/administration, server configuration/administration, etc. A , Network , or similar program.
• Requires the ability to interact and effectively communicate with supervisor, co-workers, judges, justices, attorneys and/or the public. 
• Requires strong writing skills and the ability to construct, complete and concise sentences using proper grammar, punctuation, and spelling.

*Special Requirements:  This position is regularly exposed to sensitive information and the employee is expected to keep any such information strictly confidential.  This position requires the employee to be able to lift 50 pounds and is required to stand, walk, use hands to handle equipment, stoop, kneel, crouch and crawl.

Technical Skills: Information Technology, Basic Documentation, Computer Literacy, Customer Service, Training 

Professional Skills: Active Learning, Attention to Detail, Customer Focus, Establishing Relationships, Teamwork