Lead IT Support Technician

2 weeks ago

Cleveland, Ohio, United States Cuyahoga County Juvenile Court Full time
Job Overview

Position Title: Lead IT Support Technician

Salary Grade: 15

Department: Court Operations/Information Services

Compensation: $50,248 - $54,267.84 based on experience

Reports To: Systems Administrator

FLSA Status: Non-Exempt

Benefits Overview

As a valued employee, you will receive a comprehensive benefits package including:

  • Health, Dental, Vision, and Life Insurance, along with an Employee Assistance Program.
  • Paid Time Off: Twelve (12) holidays, and three (3) weeks of vacation after six months of service, plus sick leave.
  • Retirement plan through the Ohio Public Employees Retirement System (OPERS) with a 14% employer contribution and Deferred Compensation options.

Position Summary

The Lead IT Support Technician plays a crucial role in delivering high-level technical assistance in troubleshooting and resolving hardware and software challenges within a complex, multi-site local area network (LAN) framework. Key functions include the setup, installation, and configuration of computer systems and associated software.

Key Responsibilities

To excel in this role, the individual must effectively manage the following responsibilities:
  • Provide expert technical assistance by diagnosing and rectifying intricate hardware and software issues across a multi-server, multi-location network.
  • Oversee the setup, installation, and configuration of computers and related equipment.
  • Prioritize and manage helpdesk inquiries from various internal stakeholders.
  • Respond to technical support calls to resolve hardware and software issues for staff.
  • Maintain an accurate inventory of all computer hardware across multiple Court locations.
  • Ensure the functionality of courtroom audio systems and recording equipment.
  • Create and modify user accounts within the Detention Management System and assist with related inquiries.
  • Facilitate video connections between remote locations and courtrooms.
  • Perform maintenance and repairs on printers as necessary.
  • Schedule equipment repairs and maintenance.
  • Provide network connectivity by patching computer ports.
  • Organize training sessions for Court personnel.
  • Manage Active Directory user accounts, including creation, modification, and deletion.
  • Develop and implement workstation deployment strategies.
  • Set up hardware and troubleshoot software issues.
  • Conduct research to identify hardware and software requirements and prepare procurement requests.
  • Execute offsite backup protocols.
  • Other duties as assigned.

Supervisory Role

This position does not include direct supervisory responsibilities for other staff members.

Equipment Utilized

Standard office equipment and technology, including copy machines, personal computers, and telephones.

Confidential Information

All court-related information regarding hearings and other sensitive matters that the employee may encounter while working in the facility.

Work Environment

This role is performed in a general office setting with moderate noise levels.

Physical Requirements

While performing the duties of this position, the employee is required to sit, speak clearly, and hear. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required for this job include close vision, distance vision, color vision, depth perception, and the ability to adjust focus.

Qualifications and Skills

To be successful in this role, the individual must possess:
  • Effective communication skills, both verbal and written.
  • Strong problem-solving abilities, with the capacity to prioritize tasks and manage stressful situations.
  • A solid understanding of computer and electronic terminology.

Education and Experience

A Bachelor's Degree in Computer Science or a related field, or equivalent experience (one year of college equals two years of experience), along with:
  • At least one year of experience in PC software, hardware, and electronics repair, or equivalent education.
  • Prior experience with networking is advantageous.

Licensure or Certification

No specific licensure or certification is required for this position.

Expectations of the Employee

In fulfilling the responsibilities of this role, the employee is expected to adhere to the mission and values of the Court, as well as all policies and procedures. Additionally, the employee should demonstrate high ethical standards both on and off the job, maintaining a professional and respectful demeanor with all Court employees.

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