Help Desk Analyst

Position: Help Desk Analyst

Duration: 6 Months

Location: Augusta, Maine (100% Onsite)

Special Requirement:

Travel is required for this position. They will need to utilize their personal vehicle when traveling between court locations. Mileage will be reimbursed.

Job Description:

The Courtroom Technician (CT) position is a technical support professional who works with a team of IT specialists in assisting with technology in the courtroom including supporting desktop and laptop computers, office productivity software, audio/video equipment, remote hearings, and general technology for Judicial Branch employees as well as courtroom attendees as required by court proceedings. The CT is primarily responsible for direct technical support in courtrooms and courthouses, and may include other Judicial Branch facilities, offices, and judge chambers in Maine.

Even though the CT is an entry level position, the CT must be able to learn to work independently and must be capable of directing escalated problems to the appropriate resources. The CT requires excellent customer service skills and strong communication skills. Response to emergency calls during off hours is required. On the job training will be performed by other state staff as well as may be supplemented by classroom and/or electronic trainings. All training will be approved by the Manager of Technology & Infrastructure. Most duties will be at the CT home base courthouse however regional travel may be frequently requested. Statewide travel is also possible.

Responsibilities

• Provides technical support for staff and courtroom participants (either in person or remotely) in the operation of:
  • Desktops / Laptops of various operating systems
  • Printers and Scanners
  • Audio / Video equipment use and setup
  • User VOIP desk-sets
  • Document Camera
  • Audio listening equipment
  • General presentation software
• May be asked to host remote video proceedings in special circumstances
• Must be able to diagnose and fix tier 1 computer issues.
• Assists with help desk tier 1 trouble tickets.
• Participates in the development of the Judicial Branch technical plans and coordinates activities with OIT members, other Judicial Branch personnel, and other agencies with respect to client devices, audiovisual, videoconferencing, telecommunication, and other technical issues.
• Installs new equipment and repairs/replaces old equipment in Judicial Branch facilities around the state.
• Supports hardware (e.g. Mixer) and software used to take an electronic record.
• Helps ensure that all information systems operate in a secure, reliable manner.
• Maintains and manages hardware inventory data including serial numbers, locations, users, and equipment status.
• Assists in drafting and documenting department and operational procedures.
• Writes work orders to secure services from vendors and the Executive Branch Office of Information Technology.
• Assists with presenting information technology training to both individual employees and groups of employees at the Judicial Branch.
• Ability to support and/or learn various platforms as necessary such as Zoom, Windows, OSX, Google, Unix, Android, IOS, etc.

OTHER DUTIES AND RESPONSIBILITIES

• Performs other duties as required.
• Significant amount of reimbursed in-state travel required.

The above list is intended to describe the general nature and level of work being performed by employees in this classification. A position may not be assigned all the duties listed, nor do the listed examples include all the duties that may be assigned.

Required /Desired Skills:

Top 3 Skills:

Experience with and supporting videoconferencing equipment and audiovisual equipment.

Basic working knowledge of audio equipment.

Experience diagnosing and fixing tier 1 computer issues.

Outstanding communication and people skills.

• Basic working knowledge of audio equipment required.
• Demonstrated experience supporting staff computers / devices (multi-platform experience is a plus (e.g., Zoom, Windows, OSX, Google, Unix, Android, IOS, etc.).
• Ability to work in high stress environments required.
• Must have and maintain a valid driver's license.
• Ability to communicate in layman terms to users
• Ability to learn and retain technical training.
• Ability to plan, prioritize, and complete varied and competing work assignments.
• Ability to work with modern audio/video/computer equipment and technologies.
• Outstanding communication and people skills.
• Excellent time management skills.
• Excellent customer service skills.
• Ability to see a project through completion.
• Excellent problem-solving abilities and creative thinking abilities.
• Knowledge of outdated, current, and upcoming technology equipment and software.