Help Desk Team Lead/Coordinator

Help Desk Team Lead/Coordinator

Salary

$88,648.56 - $113,140.77 Annually

Location

Need to be available to work at any Contra Costa Superior Court Location, CA

Job Type

Full-Time

Job Number

26-07-30 ED14

Department

Information Technology

Opening Date

07/30/2026

Closing Date

8/13/2026 5:00 PM Pacific

• Description
• Benefits

Description

Superior Court of California

County of Contra Costa

Announces an open recruitment for:

Help Desk Team Lead/Coordinator

$88,648.56 - $113,140.77 annually

Final Filing - 5:00 pm on Thursday, August 13, 2026

The Contra Costa Superior Court is seeking a highly motivated Help Desk Team Lead/Coordinator (IT Client Services Lead) with a passion for outstanding service delivery on its information Technology team. The position provides vital technical leadership to the Helpdesk technicians and leads projects including, but not limited to, desktops & equipment management, hardware refreshes, software updates, project management and technical staffing.

The Help Desk Team Lead/Coordinator will supervise a team of IT helpdesk technicians supporting the Court's IT infrastructure while delivering first-class customer service. The Team Lead/Coordinator is responsible for overseeing the day-to-day effectiveness of service delivery and ensuring that all IT helpdesk objectives are met.Recommend and assist in the implementation of IT goals and objectives; establish schedules and methods for a variety of IT client services activities; recommend and implement policies and procedures. Plan, prioritize, assign, supervise and review the work of assigned staff involved in supporting hardware and software throughout the Court. Serve as project lead as it relates to client services activities including IT equipment replacement and deployment and related activities. Perform the most difficult professional work in providing support to end users with respect to hardware and software support and deployment. Supervise the implementation of projects including PC replacement and deployment. Provide technical support to customers; implement customer service satisfaction survey process; analyze and follow up on results and take corrective action as necessary. Evaluate operations and activities of assigned unit; implement improvements and modifications; prepare reports on operations and activities. Build and maintain positive working relationships with co-workers, other Court employees and vendors using principles of good customer service. Perform related duties as assigned.

An eligibility list will be established as a result of this recruitment and may be used to fill other vacancies in the future. Only incumbents who meet the minimum qualifications by the final filing date may apply.

The individual appointed to this position must be able to: (1) work well with others as well as work independently; (2) have the ability to handle multiple assignments and deadlines; (3) maintain a positive and professional attitude; (4) possess good interpersonal and oral communication skills; and (5) work in a confidential working environment. Regular and punctual attendance is essential.

Examples of Duties

The IDEAL CANDIDATE must have sufficient education, training and experience to demonstrate the knowledge and ability to successfully perform the essential functions of the position, including;

Knowledge of:

• Principles and practices of information technology.
• Personal computers, including hardware and software and related peripheral equipment.
• Active Directory structure and functions.
• Microsoft Windows operating systems.
• Principles of supervision, training, and customer service.
• Principles and practices of safety management.

Ability to:

• Organize and supervise the work of assigned personnel and perform the most difficult and complex work related to hardware and software support.
• On a continuous basis, know and understand all aspects of the job. Intermittently analyze work documents, reports and special projects; identify and interpret technical and numerical information; observe and problem solve operational and technical policy and procedures.
• Interpret and explain IT department and Court policies and procedures.
• Contribute to the development and monitoring of an assigned program budget.
• Develop and recommend policies and procedures related to assigned operations.
• Establish and maintain effective working relationships with those contacted (e.g., customers, vendors) in the course of work.
• Determine appropriate technologies used to support service desk activities.
• Communicate clearly and concisely, both orally and in writing.
• Maintain confidentiality as necessary.
• Work weekends, evenings, Court holidays, or standby, as required.
• Supervise and train IT technicians.
• Utilize ticket tracking system to document all support incidents.
• Creates and maintains, detailed and complete, Helpdesk documentation (e.g., knowledgebase).
• Reporting of metrics and KPIs for the Helpdesk.
• Identify opportunities for automation and assist with the development of automation systems to address those opportunities.
• Participation with research, planning, scoping, implementation, and ongoing support for projects.
• Participation in maintaining inventory of hardware, software, and support assets.
• Capability to self-motivate, work independently, and take ownership of job responsibilities.
• On-point, genuine interpersonal and written communication skills
• Demonstrated Customer Service & Troubleshooting skill sets.
• The ability to balance and prioritize multiple projects and remain calm under pressure.
• Experience working with multi-tiered ticket handling/resolution systems.
• Provide tier 1 and tier 2 IT support.
• Enforces IT standards and educates employees about compliance issues.
• Collaborate with other IT team members to deploy new technologies.
• Performs other related duties as assigned.

Minimum/Desirable Qualifications

Any combination of education and experience that provides the candidate with the requisite knowledge, skills, and abilities to perform the duties of the Help Desk Team Lead/Coordinator will be considered.

Education: A.A. degree or equivalent coursework in computer science, information technology or a closely related field.

Experience: Three years of increasingly responsible experience providing information technology support, including at least two years of lead experience in a medium-size organization.

Education Substitution: Two years with the requisite knowledge, skills, and abilities to perform the duties of the Help Desk Team Lead/Coordinator.

Desirable Qualifications:

• Bachelor's degree, from an accredited college or university. Major course work in computer science, information technology, engineering, business management, information systems, or a closely related field is desirable.

• Current Microsoft and CompTIA certifications are desirable.

Supplemental Information

Application and Selection Process:

Interested individuals must complete a court application on line and must provide a valid email address. Only applications submitted electronically will be considered.

To apply go to: http://www.cc-courts.org: click on the Job Opportunities tab. All communications will be via email. Please add contracosta.courts.ca.gov and government.jobs.com to your email address book to ensure delivery of emails. For additional information email: jobs@contracosta.courts.ca.gov.

Depending on the number of applications received, an application evaluation committee may be convened to review and evaluate each candidate's application package, and those deemed best qualified will be invited to an oral interview. The court reserves the right to make revisions to this process in accordance with the Court Personnel Plan and accepted selection practices.

GENERAL INFORMATION:

Conditions of Employment

Successful completion of fingerprint and a criminal record background check is required prior to appointment and is a condition of employment.

All employees of the court who operate a vehicle on court business must certify they possess a valid California Driver's License and required levels of automobile insurance.

Convictions

Felony and misdemeanor convictions MAY BE disqualifying for employment with the court. The court will assess the nature and gravity of the offense, the time that has elapsed since the offense was committed, and the nature of the job duties to be performed.

Employment Eligibility

In accordance with the Immigration Reform and Control Act of 1986, all persons hired after November 6, 1986, are required to present to the Court, at the time of appointment, original documents which show satisfactory proof of: 1.) identity and 2.) U.S. Citizenship or a legal authorization to work in the United States.

Union Representative

This position is an exempt, unrepresented position.

Applicants with Disabilities: The Court will make reasonable accommodations so applicants with disabilities may participate in the recruitment process. Please advise Human Resources of special needs in advance.

The Court is an equal opportunity employer. The Court provides equal employment opportunity at all times and does not discriminate in violation of applicable law.

Benefits Package:

• Three (3) weeks of vacation per year, accrued on a bi-weekly basis increasing with years of service;
• Twelve (12) days of sick leave per year accrued on a bi-weekly basis with no maximum accrual;
• Twenty-four (24) hours personal floating holiday annually, pro-rated based upon hire date;
• Fourteen (14) fixed paid holidays;
• Membership in the County's retirement plan under the County Employees' Retirement Law of 1937;
• Choice of health coverage with Court contribution of 100% for employee and family of the lowest premium plan offered by each carrier;
• Dental and vision plans with Court contribution of 90% of the cost for employee and family;
• Court paid life insurance;
• Voluntary benefit programs including flexible spending accounts, supplemental life and disability plans and commuter benefits; and
• Deferred compensation program.

???????

Employer Superior Court of California, County of Contra Costa

Address P.O. Box 431

Martinez, California, 94553

Phone 925-608-2606

Website http://www.cc-courts.org