Client Technologies Technician (Incumbent)

INTERVIEW= Onsite / Virtual
JOB TYPE= Onsite

Scope of Work/Job Characteristics
The Client Technologies Technician will serve as the principal line of communication for the Service
Desk team. The duties and responsibilities of this position are:
Standards Validation and Compliance:
" Provide Tier 1 software and hardware support;
" Assist with maintaining the master knowledge base with how-to documentation;
" Use documented procedures and checklists to provide support to end users with technical issues;
" Use a ticket tracking system to log end-user information, a detailed description of the issue, and
troubleshooting steps;
" Attempt first call resolution using basic to moderate troubleshooting steps to resolve common
problems;
" Provide triage support over the phone and remotely using department-approved remote tools;
" Escalate problems to Tier 2 technical support; and
" Communicate with the end users regarding the status of the issue resolution.

Required Qualifications
A bachelor's or master's degree from an accredited college or university in Computer Science,
Information Systems, or other related field, or four (4) years of equivalent work experience is
required. Relevant experience may be substituted for education on a year-for-year basis when applicable.
The Department requires the following experience, skills, and knowledge for this position:
" One (1) or more years of experience installing computer hardware and software, including personal
computers (PC), printers, and peripherals in both a network and standalone environment;
" One (1) or more years of experience installing and troubleshooting clients in a Microsoft networking
environment;
" One (1) or more years of experience installing, troubleshooting, and supporting desktop applications
and operating systems (OS), including Windows, Office Suites OS, Microsoft Office, Outlook, and
Internet Explorer;
" Knowledge of Transmission Control Protocol/Internet Protocol (TCP/IP) protocols; and
" Experience installing, diagnosing, and repairing hardware, including scanners, hard drives, Random
Access Memory (RAM), processors, Compact Disc Rewritable (CD-RW), Digital Versatile Disk
Rewritable (DVD-RW), multimedia kits, and other peripherals.

Preferred Qualifications
The Department prefers the Candidate to have the following experience, skills, and/or knowledge for this position:
" Experience supporting computers in a criminal justice environment;
" Experience working in a call center environment; and
" Experience in Active Directory user administration.