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Lead Technical Support Analyst

2 months ago

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

Job Title: Lead Technical Support Analyst

Salary Grade: 15

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 Lead Technical Support Analyst is tasked with delivering extensive technical assistance in identifying and resolving computer hardware and software challenges within a multi-server, multi-location local area network (LAN) framework. Key responsibilities encompass the provision, installation, and configuration of computers and associated software.

Essential Duties and Responsibilities

To excel in this role, an individual must competently execute each essential duty outlined below. Reasonable accommodations will be made for individuals with disabilities as per the Americans with Disabilities Act.

1. Provide expert technical assistance by diagnosing and rectifying intricate computer hardware and software issues across a multi-server, multi-location network, including standalone systems.
2. Supervise the provision, installation, and configuration of computers and related equipment and software.
3. Manage and prioritize helpdesk inquiries from various internal stakeholders.
4. Respond to incoming requests to resolve hardware and software challenges for staff members.
5. Maintain a detailed inventory of all computer hardware across various Court locations.
6. Ensure all courtroom audio systems are operational and the recording apparatus is functioning correctly.
7. Create and modify user accounts within the Detention Management System and assist with related inquiries.
8. Facilitate video connections between remote locations and courtrooms.
9. Perform printer repairs and maintenance as necessary.
10. Schedule repair and maintenance of equipment.
11. Provide network connectivity by patching computer ports.
12. Organize training sessions for Court personnel.
13. Manage Active Directory user accounts, including creation, modification, and deletion.
14. Develop and implement workstation deployment strategies.
15. Set up hardware and troubleshoot software issues.
16. Assist with hardware and printing challenges as needed.
17. Conduct research to identify hardware and software requirements and prepare procurement requests.
18. Execute offsite backup procedures.
19. Perform other duties as assigned.

Supervisory Responsibilities

This position does not have direct supervisory responsibilities for staff members.

Equipment Operated

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

Confidential Data

All court-related information regarding hearings, etc., that the employee may encounter while working in the facility.

Working Conditions

Works in a general office environment with moderate noise levels.

Usual Physical Demands

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 by this job include close vision, distance vision, color vision, depth perception, and the 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 of experience in PC software, PC hardware, and electronics repair or equivalent education (one [1] year of college = two [2] years of experience). Prior network experience is beneficial.

Licensure or Certification Requirements

None

Court Expectations of Employee

In fulfilling 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. Additionally, while executing 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 _6/13/24_.
  • 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.
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