Senior IT Support Technician

Understands court and probation operating procedures to ensure that problem solutions match user needs in an appropriate manner.

Manages and maintains local computing infrastructure and devices within assigned districts or regions and supports IT Support Technicians in their respective regions.  This position will include travel throughout the State of Colorado.

Works closely with Court Executives, 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.

Leads special project planning and coordination, while also serving as the primary ITS contact throughout the project duration.

Demonstrates comprehensive knowledge of ITS policies and procedures, and is capable of corresponding with ITS management and local administration both verbally and through written communication.  This position is responsible for all aspects of advanced problem diagnosis, root cause analysis, communication and break/fix solutions with supporting documentation; including the ability to independently source and implement alternate computing equipment, work methods and/or solutions is paramount.

Installs, configures, and maintains mobile devices.

Analyzes, prioritizes and oversees daily tasks and educates team members or peer groups as appropriate.

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.

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 advanced LAN/WAN connectivity for all networked devices; coordinates troubleshooting effort with appropriate ITS staff and informs local administration with resolution status.

Installs, configure, test, maintain, monitor, and troubleshoot associated end-user workstation software and networking software products.

Works closely with ITS management and IT Procurement Specialist to perform new product testing and ensures evaluation hardware is returned on time.  Standardized test plans combined with weighted metrics will be used for the evaluation of all new products. Pristine image creation and regression testing for all new hardware and software products will be completed as part of the evaluation/refresh cycle.

Assist and lead hardware and software rollouts, special projects and testing within specified deadlines.

Collaborates with software analysts and development staff to test, troubleshoot and validates new software programs and applications.

Works closely with Technical Support Supervisors to develop project scope, deadlines, and the implementation schedule for future projects pertaining to Department technology needs.

Assists the Technical Support Supervisors with employee coverage, scheduling, and training.

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.

Assists in monitoring ITSM queue, verifying that issues are handled in a timely manner according to SLA guidelines; identifies trends with customer tickets; assists with escalated service tickets and complicated situations.

Develops and assists with technical and operational solutions through collaboration with other technical services staff.  Assisting with troubleshooting systems/infrastructure and computer root cause analysis by working with other technical services team members. Documents solutions and adds them to the published knowledge base. Reviews knowledge base entries for accuracy and makes updates as necessary. 

Attends meetings as required.

Performs other duties as assigned.