Desktop Support Boise, ID

Major Duties and Responsibilities: (The examples provided do not cover all of the duties which the incumbent of this position may be required to perform.)

• Understands court processes to ensure that problem solutions match user needs in an appropriate manner.
• Work closely with IT leadership and district court leadership to prioritize daily tasks and projects while providing responsive and timely end-user customer support.
• Performs installation configuration and troubleshooting of standard user desktop/laptop computing hardware printers and peripheral devices in accordance with IT procedures.
• Coordinates and/or migrates customer data and information from decommissioned devices to new equipment.
• Installs configures and maintains software on mobile devices.
• Works with IT colleagues to assist in coordinating equipment shipments and receivables as well as processing surplus equipment in accordance with Court procedures.
• Informs inventory system by keeping up-to-date and accurate records of serialized asset information.
• Works closely with court staff and local administration with office moves adds and changes as required.
• Corresponds with users and staff concerning issue status resolution and task completion.
• Escalates issues are to other members of the technical services team as appropriate.
• Collaborates with IT staff to test troubleshoot and validate new hardware and applications.
• Attends meetings as required.

Minimum Qualifications:

Reserve the right to consider an equivalent combination of education training and/or experience necessary to successfully perform the major responsibilities of the position.

Education and Experience:

• Three years of IT support experience.
• Bachelors Degree preferred.

Knowledge Skills and Abilities:

Experience onboarding new users to Microsoft 365 with emphasis on SharePoint OneDrive and Outlook as well as answering general user questions;

Experience migrating end user emails and documents to Outlook and OneDrive;

Experience with troubleshooting and maintaining Windows Active Directory users computers and policies preferred;

Experience troubleshooting with Microsoft Windows 10;

Experience troubleshooting Microsoft Office 2016 including exporting/importing mail calendar and contacts;

Experience with basic network (wired and wireless) configuration and troubleshooting including ping and trace route preferred;

Knowledge of court processes and court information systems preferred;

Skill in providing excellent customer service;

Ability to travel throughout the state as needed;

Ability to communicate effectively verbally and in writing;

Ability to understand impacts of software system or application changes on customers;

Ability to prioritize and address customer questions and trouble tickets based on customer needs and impacts;

Ability to work independently.