System Support Analyst (Supreme Court)

Provides system support of elements of Administrative Office of the Court (AOC) computer, mainframe and network operations to Washington State Supreme Court staff.

Reporting to an IT Manager, this skilled position performs independently with limited decision-making responsibility as defined by senior information technology professional or managerial level staff at the Washington State Supreme Court.  May take direction for specific assignments from other managerial staff or senior level information technology professionals.  Work products are subject to review and approval appropriate to the work assigned. Position is located at the Washington State Supreme Court and will work collaboratively with co-workers at the AOC and Court of Appeals to support the Court's IT needs.

Washington Courts Employment Opportunity

Administrative Office of the Courts

System Support Analyst 

(Washington State Supreme Court)

Information Services Division

Our Mission:  Advance the efficient and effective operation of the Washington Judicial System.

The Administrative Office of the Courts (AOC) is looking for top-performing employees who embody its core values integrity, inclusion, accountability, and teamwork. It is committed to both employee growth and work-life balance.

Our diversity and inclusion efforts include embracing different cultures, backgrounds, and perspectives while fostering growth and advancement in the workplace.

POSITION DETAILS

Job #:              2024-34

Status:             Regular, Full-Time*

Location:         Olympia, Washington

Salary:             Range 68: $82,512 - $108,252 per year (DOQ).

Opens:            April 17, 2024

Closes:            May 8, 2024. AOC reserves the right to close the recruitment at any time.

WASHINGTON STATE RESIDENCY AND TELEWORK INFORMATION

AOC requires employees to reside in Washington State.  Any exceptions must be approved.  If you are invited to interview and currently reside outside of Washington State, seek more information about residency requirements from the AOC hiring manager of this recruitment.

Position requires work in-office.  There are few, if any, possibilities for telework.

• Responsible for first-line IT customer service in a court environment. This position ensures that desktop customers are well served and that no customer goes without needed IT systems or applications.

• Configures various AOC application software products to the requirements of the user community in order to support the continuous availability, reliability, and performance of the AOC installed applications.

• Performs specialized desktop system design, acquisition, installation and maintenance in accordance with AOC standards and policies.

• Responds to customer service requests and provides skilled IT Systems troubleshooting, problem resolution, and consulting. Responsible for ensuring that interruptions experienced court staff related to IT equipment and application failures are as short as possible and prevented wherever possible.

• Manages and ensures accuracy of asset tracking data, adhering to written policies and procedures. Ensures inventory is accurately represented in asset tracking systems.

• Participates and interacts with senior staff in design reviews of statewide systems and services.

• Trains and orients Supreme Court staff on the use of hardware and software applications.

• Ensures AOC standards and policies for IT are promoted and conformed to wherever applicable.

• Assists with and assures reliability of streaming tools, like cloud-based video conferencing software. Ensures all software and hardware related to all streaming activities of the Court are functioning when needed and up to date.

• Performs duties as required.

A Bachelor's degree in Information Technology, computer science, business administration, public administration or closely allied field; AND:

• Five (5) years of experience working in a complex information technology environment.

A combination of education and experience demonstrating a working knowledge of the duties, responsibilities and key competencies of the System Support Analyst may substitute for the qualifications listed.

THE IDEAL APPLICANT WILL ALSO HAVE SOME OR ALL OF THE FOLLOWING EXPERIENCE, EDUCATION, KNOWLEDGE, SKILLS, AND ABILITIES

• Interpersonal skills to work across boundaries and to establish and maintain professional working relationships with co-workers, customers, as well as to effectively engage with various tiers of leadership.

• Communication skills that facilitate effective, appropriate information exchanges

• Ability to effectively communicate both orally and in writing; communicate proficiently in written reports and deliver information through presentations

• Ability to understand customer expectations and meets those expectations

• Ability to identify, analyze and resolve problems in a consultative manner bringing problems together with recommendations for solutions

• Ability to think critically, exercise judgment and make sound decisions and recommendations consistent with organizational objectives, policies and procedures

• Skill to prioritize and adjust priorities within workload assignments based on business need and/or direction from senior staff or management.

• Ability to manage time & resources to accomplish goals & objectives

• Ability to multi-task and effectively coordinate multiple assignments

• Ability to accomplish work objectives, complete assignments set by supervisor

• Ability to self-initiate, achieve excellent results with little need for direct oversight

• Ability to accept personal responsibility for the quality and timeliness of work

• Knowledge/understanding of the overall impact of the enterprise such that they can independently deal with high risk, high profile initiatives impacting services

• Ability to understand the overall impact and interconnections of the AOC system infrastructure

• Knowledge of organizational business processes, computer applications, operating systems, and current technologies available to facilitate product & service delivery to customers

• Ability to learn new technical and non-technical concepts and skills; absorb and retain new information

• Ability to deploy highly developed knowledge and skills in a combination of the following technology and business areas:

• Microsoft Office - Word, Excel, PowerPoint, Visio and Project

• Remote Desktop Support/VPN services

• Desktop and Laptop Hardware troubleshooting and repair

• LAN/WAN connectivity troubleshooting and resolution

• Inventory and Asset Management, Hardware and Software

• Application programming at the intermediate to expert range

• General business practices and procedures

• General accounting practices and procedures

• Methodologies and principles of Business Process Engineering (BPE / BPM)

• Principles of Change Management

• Quality Assurance methodologies

• Packaged application systems featuring a high level of configurability to end-user requirements

• Understanding of Software Development Life Cycle methodology

For more information about the position, to review the job description, application submission requirements, supplemental questions, inquire about benefits, or to apply for the position: CLICK HERE TO APPLY

IMPORTANT INFORMATION

• The workweek may fluctuate depending on workload or agency needs.

• Overnight travel may be required based on business needs.

• This position is not overtime eligible.

The AOC is an equal opportunity employer and does not discriminate based on gender, pregnancy, race, color, national origin, ancestry, religion, creed, physical, mental or sensory disability (actual or perceived), use of a service animal, marital status, sexual orientation, gender identity or expression, veteran or military status, age, HIV or Hepatitis C status, or any other basis protected by federal or state law.  Persons of disability needing assistance in the application process, or those needing this announcement in an alternative format, please contact the AOC Human Resource Office, at (360) 705-5337, or fax (360) 586-4409, or via email to Recruitment@courts.wa.gov.

In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and complete the required employment eligibility verification form upon hire.

SPECIAL NOTE:  Before a new hire, a background check, including criminal history, will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the job.