Information Technology Technician II

• Provides first and second tier support to end users for workstation and server hardware through help desk requests and customer inquiries
• Analyzes, logs, tracks and resolves software/hardware matters of significance pertaining to networking connectivity issues, printer, servers, and applications to meet district needs
• Performs troubleshooting to isolate and diagnose common system problems; documents system events to ensure continuous function. Recommends course of action and implements as approved.
• May coordinate with personnel in network services, server infrastructure, and/or applications development to restore service and/or identify and correct technical problems
• Assists in appropriate level software installations, patches and upgrades to maintain system integrity and security
• Supports data recoverability through system backups and database archive operations
• Coordinate appropriate level database troubleshooting to ensure improvement in system reliability and performance
• Develops and maintains appropriate system documentation
• Escalates more complex problems to subject matter experts as necessary
• Performs all other related duties as assigned

• 3+ years of desktop support, customer support and/or helpdesk experience
• 3+ years of experience with Microsoft Operating Systems in a support role
• 3+ years of hands-on experience with end-user support processes for workstations, servers, mobile devices and related
• High level knowledge of data center hardware (i.e. UPS, cabling, switches, etc.)
• High level knowledge of Microsoft Office productivity applications
• Ability to communicate professionally both verbally and in writing with all levels of district personnel from judges, executives, coworkers and front-line end users
• Professional appearance and demeanor
• Flexibility to work any hours, sometimes with short notice
• Ability to work effectively in a stressful environment
• Exceptional attention to detail
• Ability to multitask, prioritize and organize workload based on management direction
• Ability to work self-directed with minimal supervision

Physical Requirements:

• Frequently moves computer and audio/visual equipment weighing up to 50 pounds for cyclical replacement, office moves and other Court needs
• Frequently positions self to maintain computers, audio/visual equipment and/or network equipment throughout the building, including under the desks and in the IDF rooms
• Occasionally ascends/descends a ladder to install/repair network cabling or audio/visual equipment, * Bachelor’s degree or above in related field
• Experience with Active Directory, Splunk, VMWare, Cisco products, KACE Systems Management Appliance (SMA), Microsoft Deployment Toolkit (MDT), Windows Deployment Services (WDS), SharePoint Online are a plus
• Support experience with iOS devices
• Support experience with Audio/Visual technology