Senior Help Desk Technician

**A career in public sector IT is a great way to serve your community and work on exciting and challenging technical issues. The Senior Helpdesk Technician provides level 2 support for court users and is a main point of contact for all IT-related trouble tickets, including the court’s advanced courtroom audio and visual technology. If you enjoy troubleshooting issues and helping users with IT-related issues, this is a great position that will allow growth and challenges for any IT professional.** JOB SUMMARY: The Senior Help Desk Technician serves as the technical lead and escalation point for the help desk team, combining hands-on end-user support with non-supervisory oversight of ticket flow, queue management, and service delivery. This role provides non-supervisory technical leadership, mentors junior technicians, drives process improvements, and ensures the team consistently meets service-level expectations. The Senior Help Desk Technician also partners closely with other IT staff and court administration to support a wide range of technology services, including courtroom and audio/visual (AV) systems, unified communications, and network infrastructure. For the full job description, please visit: https://www.governmentjobs.com/careers/placercourts/classspecs/1797748?keywords=senior&pagetype=classSpecifications *The Court reserves the right to assign or reassign duties as required to achieve business and operational objectives. Essential functions and tasks must be accomplished effectively, if assigned, and may include, but are not limited to, those listed below.* - Provide Tier 1 and Tier 2 support for hardware, software, peripherals, mobile devices, and network connectivity issues. - Install, configure, troubleshoot, and maintain desktops, laptops, printers, scanners, and related end-user equipment. - Support user account administration, including provisioning, password resets, and access requests via Active Directory and related identity tools. - Diagnose and resolve issues with operating systems, productivity software, standard business applications and the Court’s court management system (CMS). - Document troubleshooting steps, resolutions, and knowledge base articles to support consistent service delivery. - Provide courteous, professional customer service to all end users, escalating complex issues as appropriate. - Serve as the technical lead for the help desk team, providing guidance, mentorship, and knowledge transfer to junior technicians without direct supervisory authority. - Maintain oversight of all incoming tickets, triaging and prioritizing based on impact, urgency, and service level agreement (SLA) requirements. - Ensure tickets are properly categorized, assigned, and progressing toward resolution, and proactively follow up on items. - Identify recurring issues and trends, recommend and implement process improvements. - Act as an escalation point for difficult or high-priority technical issues. - Create, maintain, and streamline device imaging and deployment processes to improve efficiency and standardization. - Leverage endpoint management for device enrollment, configuration, and application deployment, as part of imaging and provisioning workflows. - Administer and optimize the ticketing system, including workflows, queues, and automation. - Manage inventory and IT asset lifecycle, including tracking, procurement support, and disposal. - Monitor and administrate IT contracts and renewals. - Build and maintain reports and dashboards to provide visibility into ticket metrics, SLA performance, asset status, and team productivity. - Partner with the Analysts to support varied tasks related to court management system (CMS) administration and related court applications. - Provide support for courtroom technologies and AV systems, ensuring reliable operation during proceedings. - Support and troubleshoot voice over IP, Unified Communications as a Service (UCaaS) and Contact Center as a Service (CCaaS) platfor…