Computer Support Specialist

Overview

The Judicial Council of California’s Information Technology office is hiring a Computer Support Specialist to join the Desktop Support unit. The Computer Support Specialist is crucial in providing direct desktop support to over 875 Judicial Council staff members in San Francisco and Sacramento. This support encompasses various tasks, including sharing technical expertise in file management, overseeing software updates and patch administration for desktop support applications, managing the retirement of outdated hardware, and evaluating specifications for procuring and deploying new hardware and software. The primary objective is to ensure the satisfaction of our customers by promptly resolving or escalating hardware and software technical issues.

To streamline these processes, we utilize the ServiceNow call management system to log, assign, track, and update issues for end users. Additionally, we rely on Microsoft enterprise system administration tools to schedule and monitor desktop maintenance activities. Following established procedures and processes, this position collaborates with individuals at all organizational levels and operates under the supervision of an Information Systems Supervisor.

The Computer Support Specialist is part of the Core Infrastructure Group within the Information Technology Office.

Key responsibilities for this position include:
• Managing end-user technical issues by creating, updating, categorizing, and triaging them for escalation when necessary.
• Addressing end-user incidents and requests related to hardware and software technical assistance in a timely and professional manner.
• Generating reports, logs, and technical documentation on the status of desktop systems and annual hardware refreshes.
• Developing system images for desktops, laptops, and mobile devices within the JCC network domain.
• Planning and coordinating the physical relocation of computer systems and equipment.
• Performing troubleshooting, repairs, and data restoration as needed.
• Reviewing, testing, and installing software updates for JCC staff.
• Creating, maintaining, and updating tip sheets, knowledge base articles, and manuals documenting technical and operational procedures.
• Evaluating and recommending hardware purchases to JC IT management.
• Collaborating with JCC staff, appellate court system administrators, and IT Liaisons to identify and proactively address technical issues, product requirements, and IT-related concerns.
• In addition to these responsibilities, this role involves working closely with other internal JC IT business units, other Judicial Council departments, visiting judicial branch members, and vendors. While the Computer Support Specialist collaborates with the computer support staff, they also can work independently with general supervision.

This position works collaboratively with the computer support staff but works independently with general supervision.

The Judicial Council
The Judicial Council of California is the policy setting body for the state court system and has constitutionally conferred statewide rule-making authority. This authority includes developing, advocating for, and allocating the judicial branch budget. A majority of Council members are California state justices and judges; however, the Council also includes lawyers, legislators, and court administrators.

By enhancing its role as a leadership, knowledge, and service resource for the judicial branch, the Judicial Council’s staff organization seeks to continue to evolve as one of California’s most dynamic public service entities, focused on improving access to justice for all Californians by innovating and responding to the changing needs of the courts and the public. As a government body charged with improving the statewide administration of justice, the Judicial Council has multiple offices with diverse responsibilities relating to court policy and operations. As employees of the council, every member of staff should view and approach their work as one Judicial Council with a public service mission that is greater than the sum of its parts.

The Judicial Council strives for work life balance and includes substantial vacation and holiday time. In addition, we offer an excellent benefits package including pension, medical, dental, and vision coverage, flexible spending, up to $130 per month reimbursement for qualifying commuting costs, and retirement savings plans. In San Francisco, the office is only a 7-minute walk from the downtown Civic Center BART station. In Sacramento, the office is located minutes from downtown, just north of Discovery Park.

The Judicial Council offers hybrid work arrangements for many positions. The successful candidate will be expected to work in person on Wednesdays at the Judicial Council’s San Francisco or Sacramento office and reside in the areas surrounding these locations. Beginning January 2025, employees will work in the office at least two days per week.

Responsibilities

• Perform desktop and end-user support for the 875+ Judicial Council staff located at the Golden Gate Ave/San Francisco and Gateway Oaks/Sacramento locations so that technical issues receive timely resolution and/or escalation for assistance.
• Perform account administration for 875+ Judicial Council staff so that each has secured credentials, current equipment, and the necessary permissions to access the network file system.
• Conducts maintenance and monitoring of assigned products to ensure that current hardware and software is installed and operating efficiently for the Judicial Council 875+ staff.
• Anticipates and makes recommendations for legacy hardware and software to assist with procurement and asset disposal for the Judicial Council’s desktop enterprise environment.

Other Duties and Responsibilities:
• Staff Meetings (weekly)
• Change Control Meetings (weekly)
• Divisional/Office Meetings (monthly)
• Personal Development Training (annually)
• 1-on-1’s with Supervisor (bi-weekly)

Qualifications

Four (4) years of front-facing customer and technical support experience in a moderately sized 
technology environment.

OR

Associate’s degree, preferably in computer science or equivalent certification and two (2) years of 
front-facing customer and technical support experience in a moderately sized technology 
environment. Additional directly related experience and/or education may be substituted on a year-for-year basis.

OR

One year as a Computer Support Technician with the Judicial Council of California or one year of 
experience performing the duties of a class comparable in the level of responsibility to that of 
Computer Support Technician in a California Superior Court or California state-level government
entity.

Desirable Qualifications:
• Experience with helpdesk/call management software (knowledge of ServiceNow a plus).
• Experience with Dell computers, HP printers, including supporting, deploying, imaging, etc. in a Microsoft Windows operating environment.
• Experience supporting various production applications and Microsoft-based software.
• Experience supporting users in an enterprise environment with mobile devices.
• Experience with Microsoft Exchange, and Office 365.
• Excellent in-depth knowledge and experience with Microsoft SCCM (System Console Configuration Manager) including package creation and reporting.
• Ability to communicate clearly on a frequent and consistent basis.
• Ability to provide exemplary customer service and empathy for non-technical users.
• Experience supporting users remotely and onsite at multiple sites, in an enterprise environment.
• Works well both independently and in team environments.

Other Information

Please note, if you are selected for hire, verification of employment authorization to work in the United States will be required.

How To Apply

This position requires the submission of our official application, a cover letter, and a resume. To ensure consideration of your application for the earliest round of interviews, please apply by 5:00PM on Thursday, December 26, 2024.

To complete the online application, please click the Apply for Job button.

The Judicial Council provides reasonable accommodation to applicants with disabilities who request such accommodation. Reasonable accommodation needs should be requested through Human Resources at (415) 865-4260. 

Pay and Benefits

$6,174 - $8,642 per month

Some highlights of our benefits package include:
• Health/Dental/Vision benefits program
• 14 paid holidays per calendar year
• Choice of Annual Leave or Sick/Vacation Leave
• 1 personal holiday per year
• Up to $130 per month reimbursement for qualifying commuting costs
• CalPERS Retirement Plan
• 401(k) and 457 deferred compensation plans
• Employee Assistance Program
• Basic Life and AD&D Insurance
• FlexElect Program
• Pretax Parking
• Long Term Disability Program (employee paid/optional)
• Group Legal Plan (employee paid/optional)

Equal Employment Opportunity

The Judicial Council of California Is an Equal Opportunity Employer.