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Home Careers Job Descriptions Senior IT Support Technician
Senior IT Support Technician

Senior IT Support Technician Job Description

Job Title: Senior IT Support Technician
Job Code: R44321
Full Time Salary Range: $5,484.00 - $7,589.00
Job Series: IT Support Technician III
FLSA Status: Exempt
OCC Group: Professional Services (PS)

Signature of the State Court Administrator approval available on file in the Human Resources Division.

General Statement Of Duties:
The Senior IT Support Technician is a tier 3 position that supports all computer related functions within the Colorado Judicial Department.  The Senior IT Support Technician performs a variety of duties including, but not limited to, computer troubleshooting in an office environment that includes desktop/portable and remote devices, all peripheral devices, application and enterprise system support; troubleshooting all computer hardware and software issues; performs computer repairs; installation and configuration of standard business software, as well as custom court related software.  Assists customers and peer groups with advanced troubleshooting, applications, and hardware installations.
Distinguishing Factors:
This position is distinguished from an IT Support Technician I and II by expanding the technical role and operational procedures with little supervision and direction and demonstrating a high level of independent decision making abilities.  This involves working directly with customers, monitoring court backups, providing advanced troubleshooting assistance to judicial staff and other IT Support Technicians, determining best practices and standard computing procedures, and fostering good communication between ITS and local administration.  The Senior IT Support Technician addresses customer computing needs and resolves assigned service requests, monitors site performance and up-time through ongoing customer communication and feedback.  The position recommends and initiates process improvements to maximize operational efficiency, supports a variety of advanced projects and tasks, helps lead, mentor, and coach other IT Support Technician I’s and II’s while also demonstrating a high level of proficiency with regards to department concepts, practices and protocols.  
Essential Functions Of the Position:

Understands court and probation operating procedures to ensure that problem solutions match user needs in an appropriate manner.

Manages and maintains local computing infrastructure and devices within assigned districts or regions and supports IT Support Technicians in their respective regions.  This position will include travel throughout the State of Colorado.

Works closely with Court Executives, Chief Probation Officers, private probation users, outside agencies and vendors, as well as other court and probation personnel to prioritize daily tasks and projects while providing responsive and timely end-user customer support.  Educates end-users and local administration using skills that are appropriate and professional.

Leads special project planning and coordination, while also serving as the primary ITS contact throughout the project duration.

Demonstrates comprehensive knowledge of ITS policies and procedures, and is capable of corresponding with ITS management and local administration both verbally and through written communication.  This position is responsible for all aspects of advanced problem diagnosis, root cause analysis, communication and break/fix solutions with supporting documentation; including the ability to independently source and implement alternate computing equipment, work methods and/or solutions is paramount.

Installs, configures, and maintains mobile devices.

Analyzes, prioritizes and oversees daily tasks and educates team members or peer groups as appropriate.

Coordinates equipment shipments and receivables, as well as processes surplus equipment in accordance with ITS procedures.

Maintains Department IT inventory system by keeping up-to-date and accurate records of serialized asset information.

Plans and executes user office moves, adds and changes as required.  This may include the involvement of ITS and local administration for large scale moves.

Maintains and updates user account information and group permissions.

Corresponds with users and staff concerning issue status, resolution and task completion with little need for escalation.

Ensures docket monitor systems are functioning properly including maintenance, upgrades, and replacements as needed.

Monitors and supports overall server data backup process, performs monthly tape backups, and responds to data restore requests.  Supports secure tape and data storage backup procedures through district and/or Department retention policies.

Troubleshoot advanced LAN/WAN connectivity for all networked devices; coordinates troubleshooting effort with appropriate ITS staff and informs local administration with resolution status.

Installs, configure, test, maintain, monitor, and troubleshoot associated end-user workstation software and networking software products.

Works closely with ITS management and IT Procurement Specialist to perform new product testing and ensures evaluation hardware is returned on time.  Standardized test plans combined with weighted metrics will be used for the evaluation of all new products. Pristine image creation and regression testing for all new hardware and software products will be completed as part of the evaluation/refresh cycle.

Assist and lead hardware and software rollouts, special projects and testing within specified deadlines.

Collaborates with software analysts and development staff to test, troubleshoot and validates new software programs and applications.

Works closely with Technical Support Supervisors to develop project scope, deadlines, and the implementation schedule for future projects pertaining to Department technology needs.

Assists the Technical Support Supervisors with employee coverage, scheduling, and training.

Assists with security needs and data recovery to include virus/spam removal with end users; uses decryption codes and necessary files to support hard drive troubleshooting and data recovery as necessary.

Reports observed security issues/breaches to supervisors within ITS and local administration as necessary.

Works with vendors to determine warranty or repair status.

Assists in monitoring ITSM queue, verifying that issues are handled in a timely manner according to SLA guidelines; identifies trends with customer tickets; assists with escalated service tickets and complicated situations.

Develops and assists with technical and operational solutions through collaboration with other technical services staff.  Assisting with troubleshooting systems/infrastructure and computer root cause analysis by working with other technical services team members. Documents solutions and adds them to the published knowledge base. Reviews knowledge base entries for accuracy and makes updates as necessary. 

Attends meetings as required.

Performs other duties as assigned.
Supervisor Responsibilities:
Responsible for one's own work product and may have lead responsibilities to include scheduling of work, instructing in work methods, reviewing work products for a work group, assisting in hiring and dismissal processes, and providing input into performance evaluations.
Minimum Education:

Graduation from an accredited college/ university with a bachelor’s degree in computer science or related field and four years of professional computer/IT technical support experience.

OR

6 years of professional computer/IT technical support experience either inside or outside the Judicial Department.
Physical Demands:
While performing the duties of this job, the employee is regularly required to walk.  The employee frequently is required to stand; sit; reach with hands and arms; and perform repetitive motions with wrists, hands, and fingers; stoop, kneel, crouch, or crawl; talk and hear. The employee is occasionally required to climb or balance.  The employee must frequently lift and/or move up to 35 pounds.  Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.
Work Environment:
While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and high precarious places.  Occasionally handles emergency or crisis situations; frequently subject to interruptions, and multiple calls and inquiries. The noise level in the work environment is usually moderate.
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