Summary Description
Under the supervision of a Technical Unit Supervisor, this position is part of a team that has overall responsibility for the computer and network infrastructure that supports the operations of the client enterprise, which includes over 6,000 computing devices. Specifically, the Technical Support Engineer - Contractor will service court customers throughout the state.

This position has five main areas of responsibility:
1) Provides maintenance and support for Client Court System software and hardware.
2) Installs, configures and troubleshoots computer hardware and software in client courthouses and court system offices.
3) Provides technical customer support to all court system employees and takes corrective action.
4) Performs field service to upgrade hardware or troubleshoot and resolve technology issues.
5) Responds effectively and efficiently to unplanned events such as system failures or natural disasters involving production systems.

Knowledge, Skills, and Abilities Required
Knowledge of computer operating systems and hardware.
Skill in maintaining computer equipment in courtroom, offices, desks, and central server areas. Skill in technical troubleshooting.
Skill in providing professional customer service.
Skill in verbal and written communication.

Education and Experience Required
Associate’s Degree in computer science, computer technician, or related field.
Experience providing phone-based technical support.
Experience in computer hardware and software support and maintenance.
Experience installing, configuring, upgrading and troubleshooting computers, printers, scanners, and other peripherals.

Education and Experience Preferred:
Experience or training in supporting audio/visual technologies including video conferencing tools.
Experience or training in supporting Windows Server.
Experience or training in supporting Remote Desktop Services (Terminal Services).
Experience or training in supporting Active Directory and Group Policy.
Experience or training in supporting Local Area Networks.

Top Required Skills & Years of Experience:
Minimum 2 years' experience required
Ability to setup computers, related peripherals and audio/visual equipment.
Knowledge of local and wide area networking.
Ability to implement infrastructure hardware, address technical emergencies, and implement cyber security policies.
Must have excellent customer service skills
Proven ability to install, configure, repair and maintain computer hardware

Nice to Have Skills:
Knowledge of computer networking principals
Knowledge of digital audio recording equipment
Knowledge and understanding of user account in an Active Directory environment

License and/or Certificates Required
Must meet the minimum standards for driving a state vehicle. Must be able to travel with overnights.

Contacts
Works closely and on a routine basis with others including clerks of circuit court and client staff, the judiciary and their staff, client information technology and facilities staff, network administrators, court system department managers, and their staff and consultants.

Work Environment
The Technical Support Engineer - Contractor position generally works indoors in an indoor office setting with temperature controls and reasonably low noise levels. Travel to off-site locations is frequently required for installation and maintenance of computing equipment throughout the state, and will fluctuate based on work plans.

Physical Demands
The Field Service Technician requires a significant amount of physical effort. Physical demands include frequent lifting, standing, walking, sitting, handling, grasping, talking, hearing, repetitive motions, and hand-eye-foot coordination. Physical demands can also include occasional reaching and feeling, carrying, pushing, pulling, climbing, balancing, stooping, kneeling, crouching, and crawling. Employee will occasionally move objects weighing up to 75 pounds.

Notes:
Extensive travel (25-50% of the time) will be required. When not travelling, the selected hire will be onsite.
Travel will be required. Approximately 25-50%% of this position's responsibilities will be to travel and replace/repair equipment.