Salary: $15.89 per hour ($33,051.20 annually)
Employment Status: Full Time
FLSA Status: Non-Exempt
Reports to: Manager – Management Information Systems
Civil Service Status: Classified
Work Schedule: 40 hours per week
Decision Band: B22
Department: Court Administration
DISTINGUISHING JOB CHARACTERISTICS:
On a day-to-day basis as a member of the Helpdesk Team, responds to and resolves users’ problems and queries relating to IT systems used throughout the Court organization. Receives Helpdesk support requests (primarily by telephone, but also by email, in writing, and in person) and logging them, either for resolution by the Helpdesk Team or for escalation to other more specialized areas of the MIS Department. Acts as a central point of contact within the MIS Department, providing assistance to users enabling them to make effective use of available software, hardware, and peripherals.
Configures and supports the Court’s desktop systems. Investigates and resolves problems and provides information about hardware and software used within the organization. Desktop Software currently used includes the following: MS Windows 10 OS; MS 2016 Office applications (Word, Excel, PowerPoint and Outlook); plus various specialist software packages used throughout.
Ensures that the Court’s IT asset and user databases are kept accurate and up to date. This includes administration of user’s computer accounts (creation, modification and deletion), changing passwords, and changing user’s workgroup membership.
Provides telephone or face-to-face training with the users of the organization’s IT system as and when required. Provides one-on-one training sessions, inducts training for new users, creates IT training documents for use by Court staff.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
To perform this job successfully, an individual must be able to satisfactorily perform each essential duty listed below. Reasonable accommodations will be made for disabled persons, covered by the Americans with Disabilities Act, in accordance with its requirements.
- Receives requests for support or advice from users and other staff members; takes ownership of, and responsibility for, the requests, and prioritizes them in accordance with procedures and any Service Level Agreements currently in operation.
- Provides first-level support to the Court’s critical applications (i.e., Microsoft Office, CourtView, JAVS, Tybera, Worldox, Acrobat, Outlook, Trakman, OnBase, and the Court’s internet and Intranet sites) by using the court’s IT Service Management
- Where necessary, liaises with and/or refers support requests to other IT staff
- Investigates faults, user problems, and other requests for support and/or information and takes the most appropriate actions in order to reach a satisfactory
- Monitors the progress of requests for support and ensures that users and other interested parties are kept
- Maintains the organization’s desktop hardware and software to required
- Ensures that systems used by the department, such as the inventory of assets and Helpdesk call system, are kept up to date and as accurate as
- Manages library of knowledge base articles based on HelpDesk
- Works to resolve Tier One issues for the court’s telecommunications, hardware, critical applications, printers and multifunction devices. Tier two or higher issues will be escalated to the appropriate resource for
- Receives HelpDesk calls and tickets and respond to them within a fixed
- Ensures that all work is carried out and documented in accordance with required standards, methods, and procedures.
- Monitors all user problems and system faults, identifies trends and patterns, and relays information to relevant IT staff (e.g., Operations, Implementations, Management, etc.) regarding any recurring problems or faults being experienced.
- Participates in training opportunities, court activities, projects, and committees as needed or
- Assists in the design, delivery, and improvement of application training programs and related courseware.
- Images, installs, configures, maintains, and supports workstations, PCs, tablets and
- As part of the Court’s quality assurance team, performs unit, integration, regression, and acceptance testing, including creating, maintaining, and updating manual or automated test
- Undertakes such other duties as may reasonably be required commensurate with the general level of responsibility and the scope of the position, as determined by the Supervisor or
- Due to the nature of position, candidates must be willing to occasionally work non-standard hours to remedy information technology issues within the court’s maintenance and testing windows to ensure IT systems are up and ready for employees during regular (8:30 am – 4:30 pm) working
- Occasionally travel to other Court locations to maintain and service IT
- Other duties as
SCOPE OF SUPERVISION:
This position has no supervisory duties.
Vehicle, computers, scanners, printers, copiers, faxes, networking equipment including net builders, link builders, Comm servers, servers, ups, WAN hardware, power supplies, networking wiring ladder, work stations, laptops, tablets, projectors, polycomms, smartboards, VoIP phones, smartphones, VHS/DVD, audio/video equipment, printers.
CONTACT WITH OTHERS:
Judges and judicial staff; management and line staff; the Court’s telecommunications, hardware, software, and professional services vendors; other County organizations’ IT staff (i.e., Clerk, Auditor, Prosecutor, Sheriff, other Divisions, other Courts).
Much of the work is of a confidential nature. This means that no discussion should take place about the care, needs, or activities of any service user, except in the clear interest of that service user or other members of staff. Staff is reminded that personal information concerning colleagues is also confidential.
Good office working conditions. The job requires sitting in an indoor office environment, the need to visually read various written materials including, but not limited to, paper documents and computer monitors. Occasional exposure to dirt and dust when threading network cable through ceilings, walls, and behind desks.
USUAL PHYSICAL DEMANDS:
The following physical demands are typically exhibited by position incumbents performing this job’s essential duties and responsibilities. These physical demands are not, and should not be, construed to be job qualification standards, but are illustrated to help the employer, employee, and/or applicant identify tasks where reasonable accommodations may need to be made when an otherwise qualified person is unable to perform the job’s essential duties because of an ADA disability.
While performing duties of this job, the employee regularly exhibits digital dexterity when working on the computer. The employee frequently sits for extended periods of time and occasionally stands and walks. Employee occasionally bends and reaches when running cabling, plugging wires into personal computers, and other related tasks. Employee converses verbally with others in person and by telephone. Vision demands include frequent close, relatively detailed vision using a computer screen. The job often requires extended viewing of monitors. Employee often lifts computers and monitors weighing 35-45 pounds during installations and repairs. Employee may be required, on occasions, to lift computer/ printers weighing up to 70 pounds.
An appropriate combination of education, training, course work and experience may qualify an applicant to demonstrate required knowledge, skills, and abilities. An example of an acceptable qualification: Associate degree (A.S., A.A.) or two years’ technical certificate in computer science or related area and one year of information technology experience.
Experience may be substituted for a degree.
Ability to document identity and employment eligibility within three (3) days of original appointment as a condition of employment in compliance with Immigration Reform and Control Act requirements.
REQUIRED KNOWLEDGE, ABILITIES AND SKILLS:
Knowledge of: MS Windows desktop products, Microsoft Office (including Outlook), Printers, Microsoft networks, PC Hardware, Web browsing software, Printing Services (Sharp/SAVIN MFD, Printers), Microsoft Front Office 2016 (Word, Excel), Cherwell Suite (Helpdesk, Express), Court Applications (WorlDox, eFiling, CourtView, OnBase), Cisco (VoIP Tier one support).
Ability to: Maintain customer focus, maintain excellent written and verbal communication skills, as well as excellent administrative and organizational skills, with good attention to detail; work effectively on own initiative as well as being a “team player”; logically analyze and clearly document problems and decide on the best course of action; explain complex technical issues in language suitable for staff that may not have much computer experience; work effectively in a stressful environment maintaining personal calm and control; maintain good manners and a friendly demeanor at all times; engender confidence in the provision of the IT support service; take full responsibility for ensuring the correct and timely resolution of problems; provide leadership and team orientation by working collaboratively to achieve the organization’s success; practice a high level of good judgment and interpersonal skills; stay ahead of, and inspire others to stay current in, areas of technical expertise.
Skill in: IT Helpdesk, PC Applications/OS Support, Customer Services, PC use, IT Technical Support, IT Training, a networked computer environment.
A valid State of Ohio Motor Vehicle Operator s License is required in order to carry out job-related essential functions. If candidate does not possess an Ohio driver’s license, he/she has thirty (30) days from date of hire to obtain one.
You can obtain a Montgomery County Common Pleas Court, General Division, application at www.montcourt.oh.gov.
Applicants are required to complete the Montgomery County Common Pleas Court, General Division, application which must be received by Human Resources no later than 4:30 p.m. on the closing date.
Employment Eligibility Information:
In accordance with the Immigration Reform and Control Act of 1986, all persons hired after November 6, 1986, are required to present to the Court, within three (3) days of their original appointment, original documents which show satisfactory proof of: 1) identity and 2) U.S. Citizenship or a legal right to work permanently in the United States.
Drug Testing and Criminal Background Check:
Prior to any candidate being offered a position or promotion with the Montgomery County Common Pleas Court, General Division, they will be required to submit to a drug test (urinalysis) at the Court s selected health care provider.
Additionally, candidates being offered a position or promotion must pass a criminal background check.
Equal Opportunity Employer:
It is the policy of the Montgomery County Common Pleas Court, General Division, that no person shall be subjected to employment discrimination because of age, race, color, gender, marital status, sexual orientation, disability, religion, ancestry or national origin.
The Montgomery County Common Pleas Court, General Division, will provide reasonable accommodations for persons with disabilities during the application, examination or selection process, if requested. Please notify Human Resources at (937)225-6161of the accommodations needed, preferably at the time of application, but no later than two days prior to the date needed.
MONTGOMERY COUNTY COMMON PLEAS COURT, GENERAL DIVISION BENEFITS
Vacation leave may be granted to full-time employees upon completion of one year of service with the Montgomery County Common Pleas Court, General Division. Twenty-six (26) bi-weekly pay periods in active status shall constitute one year of service.
All Montgomery County Common Pleas Court, General Division employees are entitled to Paid Personal Leave/Long Term Sick Leave credit.
Montgomery County Common Pleas Court, General Division, employees enjoy paid holidays.
Health Benefits/Medical Coverage:
All employees of the Montgomery County Common Pleas Court, General Division, except part-time employees working 20 hours per week or less, employees hired for a temporary appointment, an interim appointment, or employees hired as substitutes, shall receive health benefits.
All benefit eligible employees of the Montgomery County Common Pleas Court, General Division, receive a $50,000 basic life insurance policy paid by Montgomery County. Supplemental life insurance is available for purchase.
Montgomery County Common Pleas Court, General Division, employees participate in the Ohio Public Employees Retirement System (O.P.E.R.S.). Employees contribute 10% of their salary; the Court contributes 14%.
The Montgomery County Common Pleas Court, General Division, offers its employees an Employee Assistance Program, access to a credit union, a Deferred Compensation Program, a Wellness Program, and direct payroll deposit.
This Position Description in no manner states or implies that these are the only duties and responsibilities to be performed by the employee filling this position. The employee may also be required to follow additional instructions and perform other duties required by the employee’s supervisor or designee.
The provisions of this Position Description do not constitute a contract, express or implied, and any provision contained in this Description may be modified or revoked without notice.