Field Support Technician- Judicial Information Systems

Massachusetts Court System Boston , MA 02298

Posted 3 weeks ago

NOTES

This position is posted open until filled, with a preference to those that apply in the firs 14 days.

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

MISSION STATEMENT OF THE MASSACHUSETTS TRIAL COURT

The Trial Court is committed to:

  • fair and impartial administration of justice;
  • protection of constitutional and statutory rights and liberties;
  • equal access to justice for all in a safe and dignified environment with policies and practices that strengthen and support diversity, equity, and inclusion;
  • efficient, effective, and accountable resolution of disputes;
  • prompt and courteous service to the public by committed and dedicated professionals utilizing best practices in a manner that inspires public trust and confidence.

DEPARTMENTAL MISSION STATEMENT

MISSION STATEMENT OF THE JUDICIAL INFORMATION SERVICES DEPARTMENT:

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).

ORGANIZATIONAL PROFILE:

https://www.mass.gov/orgs/judicial-information-services-department

POSITION SUMMARY

Working within the Judiciary Information Services Department (JISD), the Field Support Technician has the responsibility for providing on-site and remote 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. This position is based in Boston and provides Field Support to all Trial Court locations.

SUPERVISION RECEIVED:

Reports to the Deputy CIO for Support Services or designee and receives direction in performing duties in accordance with established guidelines.

MAJOR 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.

Assists in maintaining Ticketing, Asset Management, Encryption, Anti-Virus and Imaging systems and solutions. Identifies issues and recommends updates/upgrades of these systems.

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 JISD Fiscal Department to assist in effective Information Technology asset management.

Performs other 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 Information Services and the Trial Court

Mission

Understands, upholds, and communicates the Trial Court 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 Trial Court, regardless of their position in the Trial Court.

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.

POSITION REQUIREMENTS

These are the minimum requirements necessary to apply for the position 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 PCs, laptops, mobile devices, printers, MFDs, servers and network systems. 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.

Must be able to lift and move computers, printers, and associated hardware.

OTHER

PLEASE NOTE:

Employment is contingent upon passing the criminal record check for all new hires.

If you are not currently viewing this posting online, please visit the Judicial Court Jobs website at www.mass.gov/jobs-with-the-court-system to apply for this position or any other Trial Court employment opportunity.

No applications or resumes will be accepted by hand, mail, fax, or email delivery.

AFFIRMATIVE ACTION/EQUAL OPPORTUNITY EMPLOYER



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Field Support Technician- Judicial Information Systems

Massachusetts Court System