Description

DEFINITION: Under the immediate supervision of the Senior Technology Systems Analyst, the manager of the Technology department, the Desktop Technician performs a variety of support functions and technical duties relating to the troubleshooting and support of local area networks, VoIP system, computers, information systems, and peripherals, as well as other related tasks as required.

DISTINGUISHING CHARACTERISTICS: The Desktop Technician I is an entry level position that provides technicial support to Court users within the service desk management system, ticket tracking and escalation system, or from user calls.

Typical Tasks

ESSENTIAL FUNCTIONS – Typical Tasks: The information below is meant to serve as samples of job duties and responsibilities for this classification. This list is neither inclusive nor exclusive, but indicative of several types of duties performed.

All duties are subject to limitations established in the Court Human Resources policies and guidelines. All duties are performed in accordance with California State Law, Rules of Court, and established statutes, rules, and procedures.

• 
  Respond to Help Desk calls from court personnel;
• Assist court personnel at their desks with computer, phone, and electronic file tracking issues;
• Install and connect computer networking devices and voice and telephone devices;
• Install, update, and support Court workstations and programs;
• Provide a variety of end-user support services and respond to IT service requests;
• Provide support of Windows operating systems, Microsoft Office programs, and various Court programs;
• Troubleshoot network problems using electronic testing equipment;
• Document network configuration;
• Document hardware, network and materials inventories;
• Maintain site fiber and copper wire infrastructure;
• Conduct network testing;
• Assist other technical staff in the Court Technology Division with technical support in computer usage and standards;
• Install, troubleshoot and perform minor repairs on office automation equipment;
• Support and maintain the network which would include e-mail, Website software, all server hardware and software as it pertains to jury, legal research and other software;
• Maintain regular and predictable attendance;
• Perform other duties as assigned.

Minimum Qualifications

MINIMUM QUALIFICATIONS:

Education: Completion of college level course work in Information Systems, Computer Science, Networking, or a closely related field;

OR

Current Certification, such as (but not limited to): A+, Network+, Microsoft Certified Desktop Technician (MCDST), Microsoft Technology Associate (MTA), Cisco certified Entry Networking Technician (CCNENT), or other closely related Certification(s).

AND

Experience: One (1) year of IT experience preferably in network and information system administration and desktop support and maintenance.

OR

Any combination of relevant experience, training and/or education that would demonstrate that the individual possesses the necessary knowledge, skills and abilities, as determined by the Court Executive Officer.

License: Possession of valid Class "C" California Driver's License is required.

Additional Information

EXPECTED KNOWLEDGE, SKILLS AND ABILITIES

Knowledge of:

• 
  Installation, updating, and troubleshooting methods on Windows based workstations and peripherals;
• Network cabling standards and testing methods;
• Microsoft Windows operating systems (Windows 10) and Office Suite (Office 2016, 2019);
• Maintain effective working relationships with vendors, suppliers, and co-workers;
• Maintenance of IT Help Desk;
• Maintenance of change management record as it pertains to hardware, software and consumables;
• Telephone etiquette and principles of customer service;
• Well versed in the English language and the fundamental principles of spelling, grammar, and punctuation.

Skill and Ability to :

• Perform duties under immediate supervision prioritizing specific assignments, and tasks;
• Diagnose LAN/WAN network and desktop problems and formulate appropriate solutions;
• Evaluate, procure, install, troubleshoot, maintain, and repair computer equipment and software systems;
• Research equipment and software for purchasing recommendations;
• Maintain department technical documentation and inventories;
• Oral Expression: The ability to communicate information and ideas in speaking so others will understand;
• Oral Comprehension: The ability to listen and to understand information and ideas presented through spoken words and sentences;
• Written Expression: The ability to communicate information and ideas in writing so others will understand;
• Written Comprehension: The ability to read and understand information and ideas presented in writing;
• Work well independently and as a member of a team;
• Observe email etiquette;
• Learn and perform new tasks and assignments as required;
• Remain flexible while working in a high pressure environment which requires planning, organizing, prioritizing, and completing work rapidly, accurately and by procedural and established deadlines in spite of frequent interruptions;
• Adapt to changes to work schedule and assignments in a positive manner;
• Demonstrate a willingness to learn new technologies;
• Research and utilize educational resources in order to expand knowledge base;
• Assist in planning for technological systems for the short, mid and long term;
• Effectively represent the department in situations requiring tact, diplomacy, and poise;
• Remain calm and proactive when system is down or is malfunctioning;
• Processing Information: Compiling, categorizing, calculating, tabulating, auditing, or verifying information or data;
• Provide quality customer service, and establish and maintain effective working relationships with justice partners, court staff, members of the public, and others encountered in the course of work;
• Prepare and maintain project reports.

WORKING CONDITIONS : The incumbent will primarily work in a climate-controlled office setting under artificial lighting. Incumbent may also be required to travel and occasionally may be exposed to a variety of altering weather conditions (extreme cold or hot weather).

Physical Demands :

• Strength, dexterity, coordination, and vision to use a keyboard, computer monitor, and other office equipment on a daily basis and for extended periods of time;
• Fine finger manipulation, dexterity, and coordination to handle files and single pieces of paper;
• Forceful and repetitive gripping, grasping, and pinching;
• Occasional lifting and carrying of objects weighing up to 50 lbs. such as printers, monitors, and other materials;
• Frequent reaching for items on shelves, above, at, and below desk/shoulder level;
• Exert up to 20 lbs. of force occasionally, and/or up to 10 lbs. of force frequently, and/or negligible amount of force constantly to move, torque, twist, push, and pull objects;
• Frequently sit for extended periods; frequently stand for extended periods; and frequently walk, move, bend, stoop, lift, and stretch;
• Able to provide assistance to court users in different locations such as, but not limited to: courtrooms, clerk's office, various departments, other court facilities, and desk assignments based on the operational needs of the Court;
• Able to traverse inside and outside over uneven ground and pavement;
• Perform repetitive writing, typing;
• Employees are regularly required to verbally communicate both in person and by telephone;
• Corrected hearing and vision to normal range.

BACKGROUND INVESTIGATIONS : Convictions, depending on the type, number and date, may be disqualifying. Court employees shall be subject to a modified background investigation and fingerprinting. False statements or omission of facts regarding background or employment history may result in disqualification or dismissal.

This class specification should not be interpreted as all inclusive. It is intended to identify the essential functions and requirements of this job. Incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this specification. Any essential function or requirement of this class will be evaluated, if necessary, should an incumbent/applicant be unable to perform the function or requirement due to a disability as defined by the Americans with Disabilities Act (ADA). Reasonable accommodation for the specific disability will be made for the incumbent/applicant when possible.

Request for Reasonable Accommodations: The Superior Court of California, County of Fresno is an equal opportunity employer and is committed to providing reasonable accommodation to applicants as required by the Americans with Disabilities Act (ADA) and the Fair Employment and Housing Act (FEHA). Qualified individuals with disabilities who need a reasonable accommodation during the application or selection process may contact the Human Resources Department at (559) 457-2050 or via email at hr@fresno.courts.ca.gov. Individuals with hearing and/or speech impairments may also contact Human Resources for this position through the use of the California Relay Service by dialing 711.