All applicants must complete an application to be considered - those submitting resumes only will not be considered.
Circuit Court Of Jackson County, Missouri
Position Title: Microcomputer Support Specialist II
Position No.: 7068
Department: Court Information Technology - Infrastructure/Operations
Work Location: 1305 Locust Street - Kansas City MO
Work Hours: 8:00 a.m. - 5:00 p.m. Monday thru Friday; additional hours as needed
Salary: County Paid Position - Non-exempt Grade C 7 - $19.45 Hourly
POSITION PURPOSE AND EXAMPLES OF WORK:
To establish, develop, and maintain personal computer hardware, software and peripheral devices and to provide user support in regard to tracking and problem resolution.
70% - Maintain, install, and repair computer equipment and peripherals.
This position functions at an intermediate level and assignments
are usually planned to increase development of more advanced PC and laptop repairs, skills such as installing PC systems including hardware, software and peripheral components, such as printers, scanners and other devices, following design or installation specifications.
Load specialized software packages requiring specific or unique configurations such as back-up software, faxing, diagnostic and networked software packages onto computer.
Enter commands and observes system functions to verify correct
Instruct user in use of equipment, software, and manuals; answer user’s inquiries in person and via telephone concerning systems operation.
Diagnose system hardware, software, and operator problems, and
recommend or perform major remedial actions to correct problems based on knowledge of system operation; refer complex hardware problems to next support level for correction.
May perform complex fact finding concerning a specified work process, e.g. locating specialized drivers for a proprietary PC system on the Internet or contacting hardware support agency for correct hardware settings for
unique configurations; report findings to higher level staff.
Maintain currency in new development and trends in automation.
Cover after hours on-call duty on a scheduled rotation basis.
Attend training /in-services as required.
Perform related work as required to include but not limited to serve on teams/committees as assigned and work on special projects as assigned.
10% - Maintain inventory and other tracking information.
Update/inform the appropriate medium of additions, deletions, moves and changes as helpdesk tickets are assigned and completed or as new equipment is brought into the office, in order to maintain hardware inventory, as well as software licensing and network names throughout the Circuit and Family Courts.
10% - Determine necessity and request purchase of replacement hardware and software.
Recommend additional hardware (i.e., additional PC, laptop, dual video cards, larger monitor, DVD burner), software, and configuration changes to PC Systems Manager so that appropriate approval can be attained for acquiring needed tools for the user.
Deliver, install and test replacement hardware/software.
Design computer configurations.
10% - Maintain and update helpdesk Tickets, in order to track problems, tasks and projects for users and systems, all work must be documented in the appropriate systems.
Meet service requests priority timelines as defined.
Update service histories routinely and descriptively on assigned tickets, including specific steps taken to resolve issue.
Place tickets ready for close or needing director/manager approval on Administrative Review in ticket tracking system.
Notify helpdesk if a ticket description is inaccurate. Provide accurate information to helpdesk so this can be recorded correctly (included, but not limited to: exact error messages, correct computer name, printer make/model, printer share name, and/or correct laptop with make/model).
Ensure helpdesk is informed of work performed which has not been documented within the ticket system.
Perform assigned helpdesk duties in the absence of helpdesk staff on a rotating basis.
MINIMUM EDUCATION AND EXPERIENCE:
Education above the minimum stated may be substituted on a year for year basis for the required general experience; experience above the minimum stated may be substituted on a year for year basis for the required education.
EDUCATION: Associate degree in Computer Science, Information Technology, or a related field.
EXPERIENCE: Two years technical repair experience and software package usage OR one year as a Microcomputer Support Specialist I or its equivalent.
SPECIAL REQUIREMENTS: Valid Drivers’ license and auto liability insurance; reliable transportation to travel to other facilities.
Must submit to and pass criminal background check as prescribed by Courts.
Employees in this position are subject to reasonable suspicion testing for illegal drug use.
KNOWLEDGE , SKILLS, AND ABILITIES: Knowledge, skills, and abilities required to function at an acceptable level in the position.
Knowledge of the design, programming, and maintenance of personal computer systems, networks and other peripheral equipment in a networked environment.
Knowledge of personal computer configuration, limitations and expansion capabilities.
Knowledge of desktop and laptop computers, printers and peripheral devices, hardware and software installation procedures and operation concepts.
Ability to effectively communicate with people at all levels.
Ability to analyze problems and determine effective corrective actions;
Ability and skill in the use of hand tools;
Ability to deal with interruptions while completing work in a fast paced, deadline oriented environment.
Ability to work independently with minimal supervision and to organize a variety of demands on time and prioritize work accordingly in a timely manner.
Ability to travel to other buildings and other facilities to meet with users.
Ability to work and relate in a positive fashion toward individuals from diverse backgrounds and maintain effective working relationships.
Ability to understand and follow oral and written instructions.
Ability to help maintain and work in a team environment.
Excellent customer service skills.
WORKING CONDITIONS: Work environment and facilities required to work in as well as physical demands and/or mental requirements. (This is not an inclusive list; other tasks/duties may be assigned.)
OFFICE ENVIRONMENT: Employees are protected from weather conditions or contaminants, but occasional temperature changes may occur; subject to all weather conditions when driving or walking to different facilities to meet with users.
STANDING - 15% of time – Required when operating various office machines. Required when speaking with or assisting individuals; at an employee’s desk; while observing processes; waiting for meetings, elevators, etc.
WALKING - 25 % of time – Required when delivering or retrieving information, equipment, etc., from within the office or from other departments or floor to meet with users; attending meetings in other buildings; walking to and from vehicle when travelling to other facilities.
SITTING - 55 % of time – Required when completing personal computer and telephone work assignments.
DRIVING/TRAVEL – 5 % of time – Required when attending meetings or providing on-site user support at other facilities.
STOOPING/KNEELING/CROUCHING/CRAWLING – Frequently required when installing and repairing computer equipment, attaching or removing cables and cords, and when completing other personal computer and telephone work assignments.
REACHING/HANDLING – Required on most tasks.
LIFTING/CARRYING – up to 50 lbs. – Occasionally required when carrying equipment to other facilities; occasionally required when lifting computer equipment, files and record boxes.
PUSHING/PULLING – up to 100 lbs. – Seldom required when moving computer equipment on a cart; and when opening and closing file cabinet drawers and doors.
VISION – Must be adequate to use personal computer, reading and composing documentation, completion of reports, forms, and correspondence.
HEARING – Must be adequate for normal conversation with employees or users, both in person and via telephone.
SPEECH – Must be able to speak and understand English clearly to provide detailed information by telephone and in person.
CLIMBING/BALANCING – Seldom required when accessing cables and equipment that are in the ceiling or in hard to reach areas.
THE COURT IS AN EQUAL OPPORTUNITY EMPLOYER