General Description of the Position:

Under direction of the IS Director, this position provides desktop support for computer hardware and software issues for the entire Clerk organization. Work requires knowledge of computer hardware, software applications, printing, scanning, basic networking and mobile devices. Position responds to user/customer requests and ensures timely resolution to all assigned Help Desk tickets. This position operates in an office setting Monday through Friday; however occasional evening, holiday and weekend hours are required for critical system support and for technical emergencies. Non-exempt positions will be compensated for any hours worked over 40, in compliance with our overtime compensatory time policies and the Fair Labor Standards Act (FLSA). Travel between work sites required.

Essential Job Functions:

The list of essential functions as outlined herein is intended to be representative of the tasks performed within this classification.  The omission of an essential function does not preclude management from assigning duties listed herein if such functions are a logical assignment to the position.

• Provides front-line support for all users of the Clerk’s network via Clerk’s Help Desk software, email, in-person and telephone.
• Installs hardware and peripheral components such as computers, monitors, keyboards, printers and any other user needed desktop devices.
• Ensures the appropriate software applications and updates are installed on user’s computer systems.
• Assists in the customization and adaptation of existing programs and peripherals to meet users’ requirements.
• Provides updates, status and completion information to managers and/or users via email or in-person communication.
• Escalates major hardware/software application problems to appropriate IT personnel.
• Assists IT Director in ensuring and monitoring all users CJIS compliance.
• Assists with the administration of users in the CCIS system.
• Assists in research and recommendation of computer accessories and supplies for the IT department.
• Maintains established organizational/departmental productivity standards.
• Complies with all personnel policies and procedures.
• Performs other duties as assigned.

Minimum Required Qualifications:

• Associates degree in Information Technology or related field supplemented by three (3) years of recent and relevant experience; or an equivalent combination of education, training and experience.
• Ability to communicate effectively in both oral and written form and possess the ability to follow complex oral and written instructions.
• Ability to establish and maintain an effective working relationship with co-workers, general public, vendors, governmental agencies, attorneys and judicial staff.
• Ability to work with confidential and/or sensitive data, interpret and comply with state and federal guidelines as well as legal advice restrictions for the Clerk & Comptroller's office.
• Moderate knowledge of computer systems and programming concepts.
• Moderate knowledge of application systems from the user, operations, control, and programming standpoints.
• Moderate knowledge of Clerk of Court functions.
• Ability to establish, maintain, and prepare records and reports in a timely manner.
• Ability to understand and carry out complex oral and written instructions.
• Ability to work in a fast-paced, automated environment with many interruptions.
• Ability to communicate clearly and effectively.
• Ability to make effective presentations.
• Possess a valid driver's license.