Senior Help Desk Technician

Join Placer Superior Court as a Senior Help Desk Technician and enjoy a benefits-forward role that emphasizes stability, growth, and service excellence. This onsite position in Roseville, CA offers a competitive yearly salary of USD 82,514 - 108,680 and a comprehensive benefits package designed to support you and your family as you ensure reliable courtroom IT and AV services.

Responsibilities

• Deliver Tier 1 and Tier 2 support for hardware, software, peripherals, mobile devices, and network connectivity issues.
• Install, configure, troubleshoot, and maintain desktops, laptops, printers, scanners, and related end-user equipment.
• Manage user account administration, including provisioning, password resets, and access requests through Active Directory and related identity tools.
• Diagnose and resolve problems with operating systems, productivity software, standard business applications, and the Court's CMS.
• Document troubleshooting steps, solutions, and knowledge base articles to promote consistent service delivery.
• Provide courteous, professional customer service to end users and escalate complex issues as needed.
• Serve as the technical lead for the help desk, offering guidance, mentorship, and knowledge transfer to junior technicians without direct supervisory authority.
• Oversee incoming tickets, triaging and prioritizing by impact, urgency, and SLA requirements.
• Ensure tickets are categorized, assigned, and progressing toward resolution with proactive follow-up.
• Identify recurring issues and trends, recommending and implementing process improvements.
• Act as an escalation point for difficult or high-priority technical issues.
• Create, maintain, and streamline device imaging and deployment processes to boost efficiency and standardization.
• Leverage endpoint management for device enrollment, configuration, and application deployment as part of imaging workflows.
• Administer and optimize the ticketing system, including workflows, queues, and automation.
• Manage inventory and IT asset lifecycle, including tracking, procurement support, and disposal.
• Monitor and administer IT contracts and renewals.
• Build and maintain reports and dashboards to provide visibility into ticket metrics, SLA performance, asset status, and team productivity.
• Collaborate with Analysts to support CMS administration and related court applications.
• Provide support for courtroom technologies and AV systems to ensure reliable operation during proceedings.
• Support and troubleshoot VoIP, UCaaS, and CCaaS platforms.
• Assist with administration and troubleshooting of wireless infrastructure and Layer 2 access switches.
• Draft standard operating procedures and troubleshooting information sheets to support helpdesk operations.
• Provide information, research, and recommendations memos to leadership as directed by management.
• Travel to other Superior Courts or judicial branch entities within the state of California as needed.

Requirements

• Four (4) years of progressive help desk or desktop support experience with demonstrated technical leadership, or three (3) years if at least one year was in a court environment.
• CompTIA A+
• At least two (2) of the following certifications must be obtained within one (1) year of employment and kept current: CompTIA Network+, CompTIA Security+, or PMP - Project Management Professional (or similar project management certification).

Technologies

• Active Directory
• Court Management System (CMS)
• Audio/Visual (AV) systems
• Voice over IP (VoIP)
• Unified Communications as a Service (UCaaS)
• Contact Center as a Service (CCaaS)
• Endpoint management

Benefits

• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance