Systems Support Specialist 1 - 543
GDH

Position Description

This is a contract position due to COVID-19 circumstances. This will be ongoing till the project is complete. AOC believes this project will be, at minimum, 3 months but could run through December 31, 2022. This position is responsible for ensuring accurate and timely technology support and problem resolution. Work involves providing technical software, hardware and network problem resolution by performing question/problem diagnosis; guiding users through step-by-step solutions in a call center environment; clearly communicating technical solutions in a user-friendly, professional manner; providing one-on-one end-user training as needed; providing guidance, assistance, and follow-up on inquiries; assisting, interacting and consulting with networking technicians when necessary; assisting in the implementation of desktop hardware and software; maintain the hardware and software inventory database; managing the trouble ticketing system; and performing related work as required. -Work is performed under the general supervision of the Director of the IT Division or his/her designee. -Overnight travel is required. Contractors will log the per diem amount as an expense in XRM for any day or overnight travel. -Per diem will be paid according to the below should the contract employee travel. * 6-12 Hours- $12.75 * Over 12 Hours- $34.00 * 1 Night Stay- $85.00 * 2 or More Night Stay- $100.00 EXAMPLES OF WORK PERFORMED (Any one position may not include all of the duties listed, nor do the examples cover all of the duties which may be performed.) -Identifies, diagnoses, and resolves problems for users of the personal computer, tablet, smart phone, internet and new computer technology in a call center environment; communicates solutions to users. -Diagnoses and resolves network or local printer problems, PC hardware problems and mainframe, e-mail, internet, and local-area network access problems. -Coordinates timely repair of PC computers, laptops, and other mobile devices/equipment covered by third-party vendor maintenance agreements. -Maintains current knowledge of industry trends and potential impact on the support business. -Works closely with users and other support teams to ensure that the functionality and productivity of the technology devices and software are operating properly. -Support activities include problem investigation, resolution, follow-up, continuous improvement, and ensuring compliance to enterprise standards and guidelines regarding client hardware and software support. -Performs other related work as required. COVID-19 INFORMATION The Administrative Office of Courts also follows the CDC guidelines as it relates to the safety of each contract employee. The contract employee, as well as, the AOC and its officials and employees will follow such guidelines as outlined. All contract employees and employees of the AOC will be provided personal protective equipment while performing any and all duties of the AOC.

Skills Required

Ability to install, configure and support Windows Operating Systems and Office365. Ability to learn and implement third-party applications and solutions as required in complex situations. Ability to communicate effectively with staff and users, and the ability to work with minimum supervision. Ability to work in an environment with shifting priorities and assignments. Ability to logically analyze a problem and provide alternatives for their resolution. Ability to work under pressure and with minimum supervision. Ability to provide excellent customer service to both internal and external customers. Ability to travel anywhere in the state.

Skills Preferred

Experience Required

Any combination of training and experience equivalent to: Graduation from a standard senior high school with relevant business experience. One to two years customer service experience. Previous exposure to call center environment preferred. Must possess a valid Driver's License.

Experience Preferred

Education Required

Any combination of training and experience equivalent to: Graduation from a standard senior high school with relevant business experience. One to two years customer service experience. Previous exposure to call center environment preferred. Must possess a valid Alabama Driver's License.

Education Preferred