Senior Technical Support Specialist

3 weeks ago

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

Job Title: Senior Technical Support Specialist

Division/Department: Court Operations

Information Services Salary: $50,248-$54,267.84 commensurate with experience

Reports To: Systems Administrator

FLSA Status: Non-Exempt

Benefits of Employment:

Insurance: Comprehensive Health, Dental, Vision, Life and an Employee Assistance Program. Supplemental Life may be purchased at group rates.

Paid Time Off: Twelve (12) holidays, vacation time (after 6 months) of three (3) weeks per year for the first eight (8) years of service, and sick time.

Retirement: Ohio Public Employees Retirement System (OPERS) with 14% annual employer contribution and Deferred Compensation Plans.

Job Summary:

The Senior Technical Support Specialist is responsible for providing comprehensive technical support in diagnosing and repairing computer equipment, hardware, and software issues within a multi-server, multi-location local area network (LAN) environment.

Key Responsibilities:

  1. Deliver expert technical support by diagnosing and repairing complex computer equipment hardware and software issues across a multi-server, multi-location network, including stand-alone computer systems.
  2. Oversee the delivery, installation, and set-up of computers and computer-related equipment and software.
  3. Manage and prioritize helpdesk requests from various internal sources.
  4. Respond to incoming calls to resolve hardware and software problems for employees.
  5. Maintain a comprehensive inventory of all computer hardware across various Court locations.
  6. Ensure all courtroom microphones are operational and the recording system is functioning correctly.
  7. Create and modify user accounts within the Detention Management System and assist with related issues.
  8. Facilitate video connections between offsite locations and courtrooms at the Juvenile Justice Center.
  9. Perform printer repairs and maintenance as needed.
  10. Schedule repair and maintenance of equipment.
  11. Provide network connectivity by patching computer ports.
  12. Organize training sessions for Court employees.
  13. Manage Active Directory user accounts, including creation, modification and deletion.
  14. Develop and implement workstation deployment plans.
  15. Set up hardware and troubleshoot software issues.
  16. Assist with hardware and printing issues as needed.
  17. Conduct research to identify hardware and software needs and prepare procurement requests.
  18. Execute offsite backup procedures.

Supervisory Responsibilities:

Has no direct supervisory responsibility for staff members.

Equipment Operated:

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

Confidential Data:

All court-related information regarding hearings, etc. that the employee may come in contact with by working in the facility.

Working Conditions:

Works in a general office setting with moderate noise levels.

Usual Physical Demands:

While performing the duties of this job, the employee is required to sit, to speak clearly, and to hear. The employee must occasionally lift and/or move up to 50 pounds.

Specific Vision Abilities:

Close vision, distance vision, color vision, depth perception, and ability to adjust focus.

Knowledge, Qualifications, Skills, and Abilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Ability to communicate effectively, both orally and in writing. Ability to problem-solve, prioritize work assignments and handle stressful situations. Must be knowledgeable of computer and electronic terminology.

Education and/or Experience:

Bachelor's Degree preferably in Computer Science or equivalent experience (one [1] year of college = two [2] years of experience)

AND

One (1) year PC software, PC hardware, and electronics repair experience or equivalent education (one [1] year of college = two [2] years of experience).

Prior network experience helpful.

Licensure or Certification Requirements:

None

Court Expectations of Employee:

In accomplishing the responsibilities of this position, the Court expects that the employee will adhere to the mission and values of the Court as well as all Court policies and procedures.

In addition, while carrying out the duties of this position, the employee is expected to model high ethical conduct on and off the job, and exhibit a professional and respectful demeanor with all Court employees.

Court Mission Statement:

To administer justice, rehabilitate juveniles, support and strengthen families, and promote public safety.

Application Procedure:

Current Cuyahoga County Court of Common Pleas Juvenile Division Employees:

The deadline to apply is

Please visit

to complete and submit the Job Posting Response Form to the Human Resources Division.

The Job Posting Response form must be received in Human Resources by the job posting deadline for consideration as a candidate for the posted position.

If you do not meet the minimum requirements, you can submit a waiver to Human Resources. Please refer to the Employee Handbook Policy number

External Applicants:

This position will remain posted until filled.

Please visit

to view this posting and to complete and submit the Application for Employment.

EEO/ADA/SMOKE-DRUG FREE ENVIRONMENT:

Ohio Relay Service

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