IT16th Judicial Circuit

Job Description


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


General Description

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.



Refers to professional, state, or federal licenses, certifications, or registrations required/desired to enter the position.






Data Responsibility:

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.


People Responsibility:

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.


Assets Responsibility:

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.


Mathematical Requirements:

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,

and percentages.


Communications Requirements:

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

unusual pressure.


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.


Equipment Usage:

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.