Senior Desktop Technician

Job Title: Senior Desktop Technician

Location: Sacramento/ San Francisco CA

Onsite/Remote/Hybrid: Onsite

Duration: one (1) year

Contract/Perm: Contract full-time

Additional Information:

• Candidate MUST have at least 12-15 years of total IT experience.
• Candidate will be expected to visit other various Court locations within Sacramento County as needed.
• Previous Government experience required

Project Scope:

The Judicial Council seeks the services of two (2) full-time positions of A/V Computer Support Technicians with the Judicial Council IT Service Desk unit of the Information Technology office (JCIT).

These A/V Computer Support Technician will provide onsite dedicated support for hybrid remote video services. One will be based out of the Sacramento office, and one will be based out of the San Francisco office. They will support onsite staff requiring assistance with logins, connectivity and ensuring that remote staff are able to attend the full meeting or training. On days where there are no onsite meetings, these positions will assist the JC IT Service Desk with call coverage and troubleshooting desktop support issues. Using established procedures and processes, this position works with the Remote Video Services team to provide onsite support at the JCC locations as well as offsite locations as well as granting access controls so that the JCC staff can use their desktop hardware and software effectively. They will also provide documentation and training to ensure a positive and efficient customer experience.

Roles/Responsibilities:

• Provide support for all internal Audio Visual (AV) equipment including conference room displays, cameras, speakers, controllers, and cabling.
• Prepare and position audio, video and lighting equipment for broadcasts and recordings.
• Connect, tune and configure AV setups to ensure high-quality broadcasting.
• Perform testing of AV equipment and fix issues related to video, audio, switching and control systems.
• Provide production support for meetings and live streams (All Hands, Executive Meetings and webinars)
• Troubleshoot issues in real-time during live events both in person and remotely
• Performs desktop and end-user support for the 900+ 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 manner.
• Installs, operates, troubleshoots and repairs issues with computers, printers, copiers, scanners, tablets, mobile devices and other peripheral equipment.
• Monitors and reviews new/unassigned incidents that come into the JC IT ServiceDesk avia phone, voicemail or email during assigned shifts and re-assigns or documents action needed in tickets' call notes.
• Contacts manufacturer or vendor for warranty support issues
• Provides backup support for alternate location (San Francisco or Sacramento) as requested, especially for large events and critical judicial branch meetings.
• Runs software diagnostics and gathers technical information to assist with problem description, especially if escalation for additional technical assistance is required.
• Performs account administration (installs, moves, adds, changes) for 900+ Judicial Council staff so that each has secured credentials, current equipment and the necessary permissions to access the network file system.
• Establishes and maintains users 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.
• Manages and updates software packages: using the Judicial Council of California's Microsoft System Center Configuration Manager (SCCM) for the deployment and monitoring of licensed application software to the Judicial Council staff; advertising availability of software package files for use by other computer support staff; sharing documentation on how to install packages.
• Maintains and provides backup, restore and recovery of network files and/or operating systems and production applications.
• Conducts maintenance and monitoring of assigned products to ensure that current hardware and software is installed and operating efficiently for the Judicial Council 900+ 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.
• Manages software licensing to ensure compliance and accuracy for audit/inventory.
• Monitors and troubleshoots connectivity for VPN and Wi-Fi (local and remote); identifies and resolves problems.
• Collaborates with Core Services team to identify and resolve system/network issues.
• Plans and coordinates the physical relocation of computer systems and equipment.
• Distributes, deploys and installs hardware and software for the Judicial Council 900+ 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.
• Works closely with IT Liaisons to identify and proactively address technical issues, product requirements and IT-related concerns.
• Creates, maintains and updates manuals documenting technical and operational procedures.
• Researches and evaluates new technology for replacement of legacy and out-of-warranty hardware and software products.
• Makes recommendations for technical training based on call trends or requests from Judicial Council staff
• Monthly status report

Mandatory Skills:

1. Previous Government experience
2. Previous experience providing immediate support during live presentations and remote video conferences.
3. Previous experience with desktop support for incoming hardware and software technical issues.
4. Previous experience providing customer service.
5. Previous experience with exercise tact and diplomacy
6. Previous experience applying standard policy and procedures.
7. Previous experience in Microsoft Office Suite and familiar with basics of Windows 10 and Office 365
8. Previous experience organizing, prioritize and coordinate own work activities to meet critical deadlines.
9. Previous experience maintaining accurate records of work performed.
10. Previous experience with effective communication, orally in writing.
11. Previous experience with effective working relationships with team members and agency staff.
12. Previous experience listening, understand and convey communications effectively, verbally and in writing.
13. Previous experience as a team player.
14. Previous experience with a high level of user satisfaction with every interface

Desirable Skills:

1. Experience with remote troubleshooting and using Microsoft Teams
2. Experience with operating software to control AV technologies.
3. Experience with Dell laptops, HP printers and Apple devices
4. Experience with ServiceNow
5. Experience with technologies such as Blue Jeans, Microsoft Teams or Cisco WebEx, a plus
6. Experience running live events streamed to multiple locations.
7. Experience managing Zoom Rooms and relevant conferencing hardware.
8. Experience with integrated or installed room videoconferencing systems (Dolby, Poly, etc.) a plus.
9. Experience in supporting 500+ enterprise environment

Other Requirements:

1. Three (3) client references from different clients, containing the following details:

1. Name of Company/Agency
2. Contact Name
3. Contact Title
4. Contact Phone #
5. Contact Email