Support Jobs in Roseville, CA

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1d ago

Senior Help Desk Technician

Placer Superior Court Roseville, CA

Roseville, CA

1d ago

$83k - $109k/yr Full time Senior Active Directory Application Support

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Job Description

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

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