IT16th Judicial Circuit
Job Title: IT User Support Analyst
Department: Information Systems
Reports To: Trial Court Technology Officer
FLSA Status: Exempt
Prepared By: Carey Gibson
Prepared Date: 05/31/2022
Approved By: Trial Court Administrator; Holly Elomina
Approved Date: 06/17/2022
The IT User Support Analyst will provide front-line primary technical support to end users on various technical issues and problems relating to hardware, software, and peripherals.
They will also be responsible for responding to, documenting, and resolving service requests in a timely manner. The IT User Support Analyst must have excellent problem-solving
skills in order to diagnose, evaluate and resolve complex problem situations, or when appropriate, escalate them to appropriate IT staff members. The IT User Support Analyst
will also perform root cause analysis, develop checklists for typical problems and recommend procedures and controls for problem prevention. This position will support multiple
platforms including desktops, laptops, mobile devices, videoconferencing, and courtroom digital recordation equipment. This position may require independent work, sharing
information and assisting others with work orders
Successful candidate will be reliable (with good attendance), responsible, honest, flexible, and team oriented.
Essential Duties and Responsibilities
- Provide exceptional customer service.
- Identify, diagnose, and resolve Level One problems for users on computer software and hardware, including basic network troubleshooting.
- Installation and configuration of end-user computer desktop hardware, software, and peripherals.
- Create documentation and provide end user training on deployed technology solutions as required.
- Coordinates with vendors for timely repair of any computer hardware and software covered by third-party maintenance agreements.
- Assists Network Administrator and Senior User Support Analyst in troubleshooting more complex computer system or network problems when needed.
- Assists with digital court reporting (recordation software and hardware) as needed.
- Setup equipment for any videoconferencing needs as required.
- The omission of specific statements does not preclude management from assigning specific duties not listed herein if such duties are a logical assignment to the position.
QUALIFICATIONS: Deliver technical customer support over the phone and on location; identify, troubleshoot and resolve a wide range of technical computer-related problems;
make the distinction between Level One and Level Two end-user problems; identify, evaluate and solve end-user workstation problems; support and train end-users in a wide range
of software applications as needed; read, understand and apply complex technical information; master new computer technology; maintain cooperative working relationships;
demonstrate sensitivity to, and respect for, a diverse population. The ability to support computer-based video teleconferencing and digital audio recordation is needed. The ability to
operate digital cameras and video cameras. Valid driver’s license and some local travel required.
KNOWLEDGE OF: Desktop operating systems, various software applications and basic hardware for the PC; principles and theories of network systems and management; internet
technologies and products; basic understanding of electrical and safety procedures. Understanding of digital audio and video recordation; and video conferencing.
Refers to job specific training and education that is recommended for entry into the
position. Additional relevant experience may substitute for the recommended educational level on a year-for-year basis.
Four-year degree in computer science or MIS is preferred or a degree in criminology, business, public administration or similar field with IT-related course work and/or experience.
Related experience may substitute for education on a year for year basis. Professional certification in IT may substitute for two years of the recommended college education.
Refers to the amount of related work experience that is recommended for entry into the position that would result in reasonable expectation that the person can perform the required tasks.
Additional relevant education may substitute for the recommended experience on a year for-year basis, excluding supervisory experience.
Two to five years providing end-user support installing, upgrading, troubleshooting and repairing personal computers in a network environment.
CERTIFICATION, LICENSE, AND SPECIAL REQUIREMENTS
Refers to professional, state, or federal licenses, certifications, or registrations required/desired to enter the position.
Refers to information, knowledge, and conceptions obtained by observation, investigation, interpretation, visualization, and mental creation. Data are intangible and include numbers,
words, symbols, ideas, concepts, and oral verbalizations.
Coordinates or determines time, place, or sequence of operations or activities based on analysis of data and possibly executes determinations or reports on events.
Refers to individuals who have contact with or are influenced by the position.
Persuades or influences others in favor of a service, course of action, or point of view.
Refers to the responsibility for achieving economies or preventing loss within the organization.
Requires some responsibility for achieving minor economies and/or preventing minor losses through the handling of or accounting for materials, supplies, or small amounts of money.
Deals with quantities, magnitudes, and forms and their relationships and attributes by the use of numbers and symbols.
Uses basic algebra, calculating variables and formulas, and/or basic geometry, calculating plane and solid figures; may compute discounts, interest, ratios and proportions,
Involves the ability to read, write, and speak.
Reads professional publications; composes complex reports; speaks formally to groups within the organization.
Complexity of Work:
Addresses the analysis, initiative, ingenuity, creativity, and concentration required by the position and the presence of any unusual pressures.
Performs skilled work involving rules/systems with constant problem solving; requires normal attention with periods of concentration for accurate results and occasional exposure to
Impact of Decisions/Errors:
Refers to consequences such as damage to property, loss of data or property, exposure of the organization to legal liability, or injury or death to individuals.
Makes decisions with moderately serious impact – affects work unit and may affect other units or citizens.
Refers to inanimate objects such as substances, materials, machines, tools, equipment, work aids, or products. A thing is tangible and has shape, form, and other physical characteristics.
Leads or handles machines, tools, equipment or work aids involving moderate latitude for judgment regarding attainment of a standard or in selecting appropriate items, such as
computers, peripherals, or software programs.
The duties listed are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the
position if the work is similar, related, or a logical assignment to the position. The job description does not constitute an employment agreement between the employer and employee
and is subject to change by the employer as the needs of the employer and requirements of the job change. Reasonable accommodations may be made to enable individuals with
disabilities to perform the essential duties and responsibilities.
The 16th Judicial Circuit has the right to revise this class specification at anytime. This description does not represent in any way a contract of employment.