ITSD - Help Desk Specialist I

Salary : $47,403.20 - $52,124.80 Annually

Location : Tucson, AZ

Job Type: Full Time

Job Number: 5976-0924

Department: ITSD

Opening Date: 09/30/2024

FLSA Status:: Non-Exempt

Pay Grade: 9

Purpose of the Position

OPEN UNTIL FILLED. Applications are evaluated as received.

Please upload your resume and cover letter with the application (REQUIRED).
This is an on-site position located at 110 W. Congress Street, Tucson, AZ 85701

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.

Essential Functions

• 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.

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.
Licenses, Certificates & Physical Conditions

LICENSES AND CERTIFICATES:

Must have a valid Arizona driver's license at the time of appointment.

PHYSICAL DEMANDS/WORKING CONDITIONS:

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.

The Arizona Superior Court in Pima County and the Pima County Juvenile Court Center offer the same benefits as those offered to other employees working for Pima County. We offer a competitive benefits package to benefits eligible employees, which includes medical, dental, life insurance, flexible spending accounts, paid vacation and sick leave. Some benefits require contributions by employees in addition to contributions made by the employer. Please see the link below for a complete description of the offerings.

Retirement Plan participation is mandatory for all eligible employees to include a mandatory pre-tax pay deduction. Current rates can be viewed here:

Education Reimbursement Program: The program will provide up to $5,250 per calendar year towards the cost of tuition, required books, registration fees, and laboratory fees. The Employee's lifetime maximum benefit would be for reimbursement of one Bachelor's degree and one Master's degree.

Full-time employees of government organizations may be able to receive student loan forgiveness under the Public Service Loan Forgiveness Program. For more information click

01

Did you attach your resume and cover letter to your application?

• Yes
• No

02

Do you accept that this is an on-site position located in Tucson, Arizona?

• Yes
• No

Required Question

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