Field Support Technician

Title: Field Support Technician

Pay Grade: Grade 17

Starting Pay: $ 72,307.39

Departmental Mission Statement: The Judicial Information Services (JIS) department is charged with the implementation, maintenance, update and training of technology systems in support of the Office of Court Management and all Judicial Departments, including the Probation Department. This includes network and servers connecting all judicial locations, computer hardware and peripherals, the myriad of software necessary to maintain the judicial programs, and the voice telecommunications services ranging from current phone systems to the use of newly installed video conferencing equipment. JIS is also charged with the production, deployment, training, and maintenance of MassCourts (the web-based Trial Court Case Management System – CMS).

Judicial Information Services Department Organizational Profile:

Notes: This position is designated as a union position and is covered by the Collective Bargaining Agreement with O.P.E.I.U., Local 6. 

This requisition will remain open until May 30, 2022; however, first consideration will be given to those applicants that apply within the first 14 days.

The primary location for this role is Boston, MA, successful candidates will need to travel to court locations using a court-provided vehicle on regular basis.

Position Summary: As a staff member of the Judicial Information Services Department (JISD) of the Trial Court, the Field Support Technician has the responsibility for providing on-site technical support to judges, court staff, and others in resolving user problems or issues. The Field Support Technician maintains, analyzes, troubleshoots, and repairs computer systems, hardware, software, and computer peripherals. The position also documents, maintains, upgrades, or replaces hardware and software systems and assists in asset management.

Supervision Received: Reports to the JIS Deputy Director for Support Services or that person's management designee and receives direction in performing duties in accordance with established guidelines.

Duties:

• Installs, configures and upgrades operating systems and software, using standard business and administrative packages; may modify specific applications for use in operational departments.
• Installs, assembles and configures computers, monitors, network infrastructure and peripherals, such as printers, scanners and related hardware; pulls cables and rewires or directs the rewiring of cables as required for new installations and office reconfiguration.
• Troubleshoots problems with computer systems, including troubleshooting hardware and software, e-mail, network and peripheral equipment problems; makes repairs and corrections where required.
• Acts as a technical resource in assisting users to resolve problems with equipment and data; staffs a centralized help desk to facilitate exchange of information and advice; implements solutions or notifies outsource providers as required.
• Makes hardware and software acquisition recommendations including helping users assess needs and providing justification for equipment and services.
• Assists in instructing Trial Court personnel in the use of standard business and administrative software, including word processing, spreadsheets and database management; provides instruction or written documentation where required.
• Assists with the planning, design, research and acquisition of new or upgraded hardware and software systems; maintains current knowledge of hardware, software and network technology and recommends modifications as necessary.
• Works with the Fiscal Department to assist in effective Information Technology asset management.
• Performs related duties as required.

Job Competencies: All applicants must be able, through the interview process, to prove efficiency in the following areas:  

Ethics and Values Communicates and demonstrates the ethics and values of the Judicial Branch.

Mission Understands, upholds, and communicates the Judicial Branch and Information Services missions.

Applied Knowledge Understands information services operations, computer hardware and software, with some understanding of the various court departments and divisions

Continuous Learning Demonstrates a commitment to continuously improve their knowledge of fast-changing computer programs, hardware and software through professional development.

Commitment to Diversity Promotes an environment of diversity through understanding, respect, and positive communication with persons of varies racial, ethnic, economic and cultural backgrounds.

Customer Service Conducts oneself in a courteous and professional manner when assisting all employees of the Judiciary, regardless of their position in the Judiciary.

Collaboration Works with others cooperatively, demonstrating a willingness to be a team player, and contributing to a work environment that focuses on shared departmental goals.

Problem Solving Accurately assesses workplace problems in TCIS and recommends and facilitates appropriate solutions.

Minimum Requirements: These are the minimum requirements necessary to be considered for the position of Field Support Technician:

• Education and Experience: Equivalent to completion of two years of college-level coursework in computer science, information technology or a related field and two years of general computer installation, maintenance and repair experience; or, an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job as listed above.  
• Knowledge of: Computer hardware, software, and peripherals such as PC's, laptops, tablets, mobile devices, servers, cabling, network systems, and printers;
  • procedures for installing, configuring, upgrading, troubleshooting and repairing applicable software, hardware, and peripherals;
  • principles, practices, hardware and software related to the establishment and maintenance of LAN's and WAN's and techniques for explaining technical concepts and procedures to non-technical users.
• Skill in:
  • Installing, configuring and upgrading operations systems and software, using primarily standard financial, business and administrative application practices;
  • installing, configuring, assembling and repairing computers, monitors, network infrastructure and peripherals such as printers and related hardware;
  • troubleshooting and solving hardware and software problems; instructing users on new or upgraded computer applications and hardware;
  • using initiative and independent judgment within established guidelines and procedures;
  • imaging software such as Ghost;
  • organizing own work,
  • setting priorities and meeting critical time deadlines; and,
  • communicating effectively with co-workers, subordinates, superiors, the general public, representatives of public and private organizations and others sufficient to exchange or convey information.  
  • Ability to analyze technical problems and to develop feasible solutions;  
  • Must be able to physically lift and move computers, printers, and associated hardware.