The Contra Costa Superior Court is seeking a highly motivated Helpdesk 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 Helpdesk 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.
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 Qualifications:
Education: A.A. degree or equivalent coursework to 60 semester units 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 Helpdesk Team Lead/Coordinator.
Additional Requirements (License or Certification):
High School diploma, a GED equivalency certificate, or a high school proficiency certificate; and
Possession of a valid California driver’s license by date of appointment.
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.
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 a non-exempt, unrepresented position.
