ITSD - Help Desk Specialist I

Courtroom Customer Service Specialist

Customer service role that utilizes subject matter expertise and courtroom technology knowledge to provide user support to judicial staff for audio/visual devices, Microsoft Teams software, and presentation technologies (Crestron AirMedia, HDMI connections) for assigned courtrooms. Assists judicial staff and attorneys in the use of courtroom technology in connecting to and resolving issues using presentation technology during court proceedings. May be requested to manage "virtual" participants under judicial supervision. Performs daily checks and verifies functionality for all rooms including audio/visual tools and computer systems supporting courtroom and jury deliberation room processes. This is a classified position that reports to Manager, Customer Service & Court Audio/Visual Technology. The incumbent performs duties under general supervision and has no supervisory responsibilities.

Salary: $49,108.80 / $23.60 per hour

Minimum Qualifications:

A High School diploma or equivalent G.E.D. Certificate and two (2) years of work experience in a customer service support role; OR an Associate's degree from a college, university or vocational/trade school in computer support, management information systems, or a related field, and one (1) year of work experience in a customer service or technical support role; OR any equivalent combination of experience, training and/or education approved by Human Resources.

Essential Duties:

• Provides subject matter expertise and assistance in the use of audio/visual technology and Microsoft Teams to judicial staff in the courtroom or to attorneys joining virtually.
• Provides expertise in the use of all courtroom technology including bench touch panel, room controls, camera(s), microphones, digital evidence connections, assisted listening audio devices, bench conference headsets, and other courtroom technology tools.
• Responds to courtroom issues, performs troubleshooting of courtroom technology to quickly and logically isolate issues, identify the cause, determine if a workaround is viable, and escalate for resolution.
• Provides judicial staff training in the use of Teams, courtroom audio/visual equipment features and responds to courtroom support issues to ensure hearing schedules are not adversely impacted.
• Assists with coordination of access to courtrooms to support ITSD triage, vendor service delivery and/or installations.
• Maintains knowledgebase of operational capabilities, system capabilities and training needs and materials in support of judicial use of technology.
• May attend Teams hearings to assist judicial staff in managing virtual participants.
• Performs a daily process for certifying that all courtroom and jury deliberation room technology is functioning properly and reports any deficiencies per escalation procedures.
• Coordinates multiple tasks and priorities to meet established schedules and goals.
• Assists in the onboarding and training of Judicial staff in Court applications and devices.
• Provides VIP service through direct support or by prompt escalation for level 2 assistance to ensure compliance with VIP service program.

Additional Responsibilities/Duties:

• Provides basic level 1 help desk support to all court locations.
• Provides in-person, telephone, and remote technical support that includes problem identification and troubleshooting for resolution of computer hardware and peripherals, telephone, and printer problems.
• Tracks assigned computer support requests and related progress until resolved in help desk tracking software.
• Tracks issues and maintains repository to ensure consistent documentation and reporting.
• Travels between courtrooms to provide required support and services for judicial staff.
• Assists in writing and maintaining courtroom technology training materials.
• Responds to and provides customer service support for audio/visual usage in conference rooms.
• Provide on-boarding services to new or rotated judicial staff.
• Provides equipment inventory maintenance as assigned.
• Performs other related duties and projects as assigned.

Knowledge of:

• Advanced customer service skills.
• Advanced knowledge of Microsoft Teams.
• Knowledge of Wi-Fi connections from end-user devices.
• Knowledge of audio/visual technology components.
• Knowledge of Microsoft Windows-based operating systems and Microsoft Office applications including SharePoint.
• Knowledge of multi-factor-authentication and how to support it.
• Knowledge of computer operating systems software, hardware, peripheral devices, and internet-related disciplines and applications.
• Skills performing logical and technical troubleshooting in order to provide efficient and effective technology problem diagnosis, resolution or escalation.
• Ability to organize assignments, follow priorities, meet deadlines, document system errors, and provide management-level updates and reports.
• Ability to work effectively individually or in a team environment, including the ability and willingness to cooperate, share information, and assist coworkers with problem solving.
• Ability to communicate effectively and successfully with customers of varying skill levels, communication styles, and personality types.

Licenses and Certificates:

• Must have a valid Arizona Driver's License at time of appointment.

Physical/Sensory Items:

Typically performs duties in an office environment throughout the court, will routinely be required to lift up to 35 lbs and carry computers, monitors and printers, and crawl under workstations to connect/disconnect cables and wires. Required to drive a court van to other local sites to provide support.