IT Support Specialist (Probate Court)

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:

• Install and repair computers, mobile devices, printers, and peripheral equipment in accordance with Court standards and vendor specifications.
• Install, configure, and support Windows 10/11 workstations, Microsoft 365 applications, and related court software.
• Oversee daily performance of computer systems and report issues or recurring trends to the IT Director.
• Respond to users' requests for assistance via in-person, phone, email, or ticketing system; document issues, steps taken, and resolution.
• Troubleshoot and resolve hardware, software, printing, and basic network connectivity problems for onsite and remote users.
• Assist with user account setup, password resets, and basic identity and access management tasks in Microsoft 365 and other court systems, following security procedures.
• Assist with the setup and support of remote and hybrid work technologies.
• Help implement and reinforce cybersecurity best practices, such as recognizing phishing attempts, securing devices, using multifactor authentication, and following data-handling policies; promptly escalate suspected security incidents.
• Perform routine security- and maintenance-related tasks such as installing approved updates, verifying antivirus status, and assisting with backup checks under the direction of the IT Director.
• Install, maintain, repair, and upgrade hardware, software, cabling, and related components in a multi-host, multi-site environment.
• Coordinate with vendors to facilitate repair services, warranty claims, and equipment replacement when applicable.
• Assist in the evaluation and testing of hardware, software, cloud services, and security tools to determine suitability for the court's IT environment.
• Support website and intranet content updates as instructed, using content management tools and basic web editing skills.
• Create and edit forms, letters, and other templates (including PDF forms) for staff and public use.
• Document troubleshooting procedures, system configurations, and routine processes to support shared knowledge and continuity of operations.
• Provide group and one-on-one training to users on court systems, Microsoft 365, remote access, and technology-related security awareness.
• Assist with inventory, asset tagging, and lifecycle management of IT equipment and software licenses.
• Attend relevant technical and cybersecurity trainings or conferences to stay current on emerging technologies and security risks affecting the Court.
• Perform other related duties as assigned.

MINIMUM REQUIREMENTS:

• Associate's degree in Information Systems, Computer Science, or a closely related field; or CompTIA A+ certification; or equivalent work experience in computer systems support.

• Demonstrated knowledge in the following required areas:

• Hardware diagnostics, repairs, and upgrades

• Installation and configuration of networked devices on a local area network

• Windows 10/11 installation, configuration, and support

• Microsoft 365 installation, configuration, and end-user support (Outlook, Teams, OneDrive, SharePoint, Office applications, including Excel)

• Experience in the following preferred:

• Website and intranet content updates and familiarity with content management systems

• PDF and form creation and maintenance (e.g., Adobe Acrobat or similar tools)

• Familiarity with virtualization platforms (e.g., VMware or similar)

• Support of remote workers and secure remote access solutions

• Cloud-based solutions for software, storage, and backups (e.g., Microsoft 365, Veeam, and other cloud platforms)

• Basic exposure to cybersecurity concepts through training, coursework, or on-the-job experience (security awareness, endpoint protection, MFA, backups).

• Knowledge of the Tyler Technologies Enterprise Justice system or other justice/court case management systems is a plus.

• Ability to work effectively in a multi-cultural environment with users of various skill levels, demonstrating respect, patience, and professionalism.

ESSENTIAL KNOWLEDGE, SKILLS, AND BEHAVIORS:

• Technical proficiency: Knowledge of PC hardware, Windows 10/11, basic networking, and Microsoft 365 applications and administration at a support level.
• Security awareness: Basic understanding of cybersecurity principles (strong passwords, phishing awareness, data privacy, malware prevention, secure remote access) and willingness to model and reinforce them with users.
• Troubleshooting: Strong diagnostic and problem-solving skills with the ability to methodically identify and resolve technical issues.
• Service-oriented: Ability to interact effectively and patiently with people of all technical skill levels, maintaining a calm, helpful, and professional demeanor.
• Communication: Ability to read, understand, and explain technical concepts in clear, plain language in both verbal and written form appropriate to the audience.
• Detail-oriented: Ability to perform detailed, accurate work, follow procedures, and maintain organized documentation, records, and environment.
• Time management: Ability to prioritize tasks, manage multiple requests, and work independently with minimal supervision.
• Confidentiality and integrity: Ability to handle confidential court and personal data responsibly and securely in accordance with Court policies and applicable law.
• Judgment and decision making: Ability to assess risks, consider costs and benefits, and escalate issues appropriately.
• Active learning: Demonstrated willingness to learn new technologies and adapt to changes in systems, security practices, and court procedures.
• Teamwork: Ability to collaborate with other court staff, vendors, and external agencies in support of shared technology initiatives.

ESSENTIAL KNOWLEDGE, SKILLS, AND BEHAVIORS:

• Technical proficiency: Knowledge of PC hardware, Windows 10/11, basic networking, and Microsoft 365 applications and administration at a support level.
• Security awareness: Basic understanding of cybersecurity principles (strong passwords, phishing awareness, data privacy, malware prevention, secure remote access) and willingness to model and reinforce them with users.
• Troubleshooting: Strong diagnostic and problem-solving skills with the ability to methodically identify and resolve technical issues.
• Service-oriented: Ability to interact effectively and patiently with people of all technical skill levels, maintaining a calm, helpful, and professional demeanor.
• Communication: Ability to read, understand, and explain technical concepts in clear, plain language in both verbal and written form appropriate to the audience.
• Detail-oriented: Ability to perform detailed, accurate work, follow procedures, and maintain organized documentation, records, and environment.
• Time management: Ability to prioritize tasks, manage multiple requests, and work independently with minimal supervision.
• Confidentiality and integrity: Ability to handle confidential court and personal data responsibly and securely in accordance with Court policies and applicable law.
• Judgment and decision making: Ability to assess risks, consider costs and benefits, and escalate issues appropriately.
• Active learning: Demonstrated willingness to learn new technologies and adapt to changes in systems, security practices, and court procedures.
• Teamwork: Ability to collaborate with other court staff, vendors, and external agencies in support of shared technology initiatives.