User Support Technician

The Court Technology Services (CTS) department is responsible for providing the court with proactive leadership by implementing and maintaining the court's network infrastructure, core business and departmental applications, as well as ensuring the security of the court's data and processes. CTS works with court leaders, judicial committees, the State Judicial Council staff, justice agencies, court departments, vendors, and others to ensure the Court is fully supported by the appropriate levels of technology services. The User Support Technician performs journey-level workstation and end-user support functions. The incumbent diagnoses and resolves problem calls while researching, installing, troubleshooting, configuring, and testing computer hardware, software, and peripheral equipment at any justice center throughout Orange County. The incumbent is expected to demonstrate a strong customer service orientation and skills and work effectively with court managers, staff, vendors, and Judicial Officers. The User Support Technician typically works under the supervision of the User Support Supervisor or the lead support of the Senior User Support Technician. Work is typically assigned in terms of general objectives or support areas of responsibility. The classification may be required to work beyond normal business hours or be on call on a rotating basis. EXAMPLES OF DUTIES Job duties may include, but are not limited to, the following: Receives and responds to inquiries and requests for routine technical assistance from end-users on computer software and hardware, printers, other peripheral equipment and local area networks; troubleshoots, diagnoses and resolves basic and/or routine hardware, software and network connectivity problems via remote access, on-site, or by telephone; opens, logs and documents actions taken on problem calls in the help desk software; refers more complex problems to higher level User Support staff for resolution

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Follows established protocols and procedures, installs, configures, and upgrades hardware and standard software in accordance with established end-user profiles; configures network connectivity for hardware and devices, including terminal session identifications and network printers; removes programs as needed; checks overall software performance and compatibility with other software and operating systems; modifies software parameters and settings

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Diagnoses routine hardware, software, and network malfunctions; researches potential solutions; replaces components and performs other maintenance and repair; installs and configures replacement equipment and cables; requests, coordinates, and schedules repair of hardware with outside vendors and documents repairs

• ., STEP 2: Candidates' supplemental question responses may be evaluated and ranked. Depending on the number of applications, assessments and/or screening interviews may be conducted. STEP 3: Those candidates who are successful in the review/assessment may be placed on the eligible list. Placement on the eligible list is not a guarantee of interview or employment. All candidates will be notified via email of their status at each step of the process. Additional steps in the selection process will include a local background check and a reference check.

High school diploma or GED equivalent, and two (2) years of full-time (or equivalent) experience supporting end-users in the use and operation of computer hardware and software., Education: Associate's degree in computer technology or a closely related technical field from an accredited trade or vocational school. *Note: A copy of your college diploma or official transcripts must be included with your application to receive credit., Completion of pre-employment physical is required for this position; the requirement includes the ability to lift equipment weighing up to 50 pounds; climb, bend, kneel, and stoop to access cables and data ports underneath and behind desks and furniture; speak clearly and understandably and hear clearly both in-person and over the telephone; vision for both close and distance work., A thorough background check will be conducted, including but not limited to work experience, education, certifications, driving record, criminal record, litigation judgment or verdict, and financial/credit information. Fingerprints of candidates are also taken as part of our background check process.

Pulled from the full job description Loan repayment program Loan forgiveness Tuition reimbursement Pet insurance AD&D insurance Health insurance Employee discount, This recruitment is open to external candidates, internal OCSC employees and internal OCSC promotions. This recruitment will be used to fill current vacancies, and an eligible list may be established to fill future vacancies. SALARY INFORMATION User Support Technician Hourly Range: $36.88 - $45.69 Anticipated Starting Rate: $36.88 BENEFITS HIGHLIGHTS Choice of five medical plans Defined Benefit Retirement Plan (2.50% at 67 formula) Health Reimbursement Arrangement (HRA) Vacation and sick leave packages 14 paid holidays per year Tuition reimbursement Optional deferred compensation program (457 plan) TELEWORK/ON-SITE OPPORTUNITY This position is not eligible for telework opportunities.

The Orange County Superior Court is the third-largest court of general jurisdiction in California. We have courthouses throughout the county, including locations in Orange, Westminster, Fullerton, Newport Beach, and Santa Ana. We have a staff of about 1,500 and an operating budget of nearly $280 million. The Court's Judges, Commissioners and employees are recognized for their high standards of achievement, integrity, and diversity. The Court is committed to ensuring equal access to court services and enhancing public confidence in the court system.