Colorado Judicial Branch
IT Support Technician II
Job Title
IT Support Technician II
Job Code
R44320
Job Series
IT Support Technician II
FLSA Status
Non-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 IT Support Technician II is a tier 2 position that supports all computer related functions within the Colorado Judicial Branch. The IT Support Technician II 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. This position assists customers and peer groups with troubleshooting application and hardware installations. Has accountability for ITS computing services and equipment. Duties include scheduling and assigning work, customer service, testing and quality control.
Distinguishing Factors
This position is distinguished from an IT Support Technician I by expanding the technical role and operational procedures, while also demonstrating an ability to use independent decision making and initiative to solve complex problems. This involves working directly with customers, providing advanced troubleshooting skills, providing assistance to judicial staff, and determining best practices and standard computing procedures. The IT Support Technician II will assists in expediting process workflow while completing business objectives, address all customer computing needs and resolves assigned service requests, monitors site performance and up-time through customer communication and feedback; monitors court backups; identifies trends, and communicates with local administration and peer groups as needed. The position recommends and initiates process improvements to maximize operational efficiency. This position reports directly to the Technical Support Supervisor.
Essential Functions Of the Position
Manages and maintains local computing infrastructure and devices within assigned districts or regions statewide.
Work closely with District Administrators, 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.
Responds, communicates, and applies Information Technology Systems (ITS) policies and procedures verbally and through documentation. Responsible for all aspects of problem diagnosis, communication, and break/fix solutions in accordance with ITS policies and procedures-including the ability to provide or locate alternate work methods and/or solutions independently.
Performs installation, configuration and troubleshooting of standard user desktop/laptop computing hardware, mobile devices, printers, and peripheral devices in accordance with ITS standards and procedures. Coordinates and/or migrates customer data/information from decommissioned devices to new equipment.
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. Installs, configures, and maintains courtroom audio recording hardware, software, and data archives.
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 intermediate to advanced LAN/WAN connectivity for all networked devices. Coordinates troubleshooting efforts with appropriate ITS staff and informs local administration with resolution status.
May install, configure, test, maintain, monitor, and troubleshoot associated end-user workstation software and networking software products as required.
Assists with office telephone support; both analog and IP telephony equipment.
Assist and lead hardware and software rollouts, special projects, and testing within specified deadlines.
Collaborates with software engineers and business analysts to test, troubleshoot, and validate new software programs and applications.
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.
Monitors and supports service desk incidents and requests. Verifies issues are handled in a timely manner. Assists with ticket escalation and complex situations.
Actively assists technicians locally or regionally as necessary.
Assisting with troubleshooting ITS systems/infrastructure and computer root cause by working with other technical services team members.
Attend meetings as required.
Other duties as assigned.
Supervisor Responsibilities
No formal supervisory responsibility. Responsible for one's own work product and work within a unit performing similar functions. Rarely provides lead function, advice, or explains work instructions to other employees or volunteers.
Minimum Education
Graduation from an accredited college or university with a bachelor’s degree in computer science or related field and two years of professional computer/IT technical support experience.
OR
Four years of professional computer/IT technical support experience.
Physical Demands
While performing the duties of this job the employee is regularly required to walk. The employee is frequently required to stand; sit; reach with hands and arms; and perform repetitive motions with wrists, hands, and fingers; stoop, kneel, crouch, or crawl; and talk or 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.