IT Support Specialist

Provide technical support, training, and guidance to users of court technology resources, including hardware, software, networks, and cloud services, to ensure secure and reliable operations in support of the Court’s mission.

This position is the first point of contact for staff technology issues and assists in implementing basic cybersecurity and data protection best practices.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Install and repair computers, mobile devices, printers, and peripheral equipment in accordance with Court standards and vendor specifications.
• Install, configure, and support Windows 10/11 workstations, Microsoft 365 applications, and related court software.
• Oversee daily performance of computer systems and report issues or recurring trends to the IT Director.
• Respond to users’ requests for assistance via in-person, phone, email, or ticketing system; document issues, steps taken, and resolution.
• Troubleshoot and resolve hardware, software, printing, and basic network connectivity problems for onsite and remote users.
• Assist with user account setup, password resets, and basic identity and access management tasks in Microsoft 365 and other court systems, following security procedures.
• Assist with the setup and support of remote and hybrid work technologies.
• Help implement and reinforce cybersecurity best practices, such as recognizing phishing attempts, securing devices, using multifactor authentication, and following data-handling policies; promptly escalate suspected security incidents.
• Perform routine security- and maintenance-related tasks such as installing approved updates, verifying antivirus status, and assisting with backup checks under the direction of the IT Director.
• Install, maintain, repair, and upgrade hardware, software, cabling, and related components in a multi-host, multi-site environment.
• Coordinate with vendors to facilitate repair services, warranty claims, and equipment replacement when applicable.
• Assist in the evaluation and testing of hardware, software, cloud services, and security tools to determine suitability for the court’s IT environment.
• Support website and intranet content updates as instructed, using content management tools and basic web editing skills.
• Create and edit forms, letters, and other templates (including PDF forms) for staff and public use.
• Document troubleshooting procedures, system configurations, and routine processes to support shared knowledge and continuity of operations.
• Provide group and one-on-one training to users on court systems, Microsoft 365, remote access, and technology-related security awareness.
• Assist with inventory, asset tagging, and lifecycle management of IT equipment and software licenses.
• Attend relevant technical and cybersecurity trainings or conferences to stay current on emerging technologies and security risks affecting the Court.
• Perform other related duties as assigned.

• Technical proficiency: Knowledge of PC hardware, Windows 10/11, basic networking, and Microsoft 365 applications and administration at a support level.
• Security awareness: Basic understanding of cybersecurity principles (strong passwords, phishing awareness, data privacy, malware prevention, secure remote access) and willingness to model and reinforce them with users.
• Troubleshooting: Strong diagnostic and problem-solving skills with the ability to methodically identify and resolve technical issues.
• Service-oriented: Ability to interact effectively and patiently with people of all technical skill levels, maintaining a calm, helpful, and professional demeanor.
• Communication: Ability to read, understand, and explain technical concepts in clear, plain language in both verbal and written form appropriate to the audience.
• Detail-oriented: Ability to perform detailed, accurate work, follow procedures, and maintain organized documentation, records, and environment.
• Time management: Ability to prioritize tasks, manage multiple requests, and work independently with minimal supervision.
• Confidentiality and integrity: Ability to handle confidential court and personal data responsibly and securely in accordance with Court policies and applicable law.
• Judgment and decision making: Ability to assess risks, consider costs and benefits, and escalate issues appropriately.
• Active learning: Demonstrated willingness to learn new technologies and adapt to changes in systems, security practices, and court procedures.
• Teamwork: Ability to collaborate with other court staff, vendors, and external agencies in support of shared technology initiatives., * Associate’s degree in Information Systems, Computer Science, or a closely related field; or CompTIA A+ certification; or equivalent work experience in computer systems support.
• Demonstrated knowledge in the following required areas:
• Hardware diagnostics, repairs, and upgrades
• Installation and configuration of networked devices on a local area network
• Windows 10/11 installation, configuration, and support
• Microsoft 365 installation, configuration, and end-user support (Outlook, Teams, OneDrive, SharePoint, Office applications, including Excel)
• Experience in the following preferred:
• Website and intranet content updates and familiarity with content management systems
• PDF and form creation and maintenance (e.g., Adobe Acrobat or similar tools)
• Familiarity with virtualization platforms (e.g., VMware or similar)
• Support of remote workers and secure remote access solutions
• Cloud-based solutions for software, storage, and backups (e.g., Microsoft 365, Veeam, and other cloud platforms)
• Basic exposure to cybersecurity concepts through training, coursework, or on-the-job experience (security awareness, endpoint protection, MFA, backups).
• Knowledge of the Tyler Technologies Enterprise Justice system or other justice/court case management systems is a plus.
• Ability to work effectively in a multi-cultural environment with users of various skill levels, demonstrating respect, patience, and professionalism.

Pulled from the full job description

• Health insurance
• Retirement plan
• Paid time off
• Vision insurance
• Dental insurance, * Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance