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    Information Technology Specialist - Washington, United States - Pretrial Services Agency

    Pretrial Services Agency
    Pretrial Services Agency Washington, United States

    20 hours ago

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    Description
    Summary
    The Office of Information Technology (OIT) is recruiting for an Information Technology Specialist (Customer Support).

    As a valued member of a dynamic team of IT professionals, you will install, configure, and troubleshoot computer hardware to interface with PSA's internal and external systems partners.


    If you are innovative, enjoy working with customers and a team of IT professionals, PSA wants you
    Duties
    As an Information Technology Specialist (Customer Support) you will:
    1. Configure, install and maintain network hardware and software including desktop, laptop, printers and other network peripherals. Configure printer and client software and configure and install new systems and services and upgrades.

    2. Control access to in-house computer systems. Establish and maintain user accounts for internal and external users, assign security profiles, and monitor systems for proper usage.

    3. Provide first-tier customer support for all users; maintain automated system and track user questions and requests for assistance.

    Review, analyze and prioritize requests; research causes; resolve problem or question or assign to the responsible IT staff member; and provide frequent updates on request status to customers.

    Research trends and patterns in user problems and recommend solutions for systemic or recurring problems.

    4. Perform testing of computer software to ensure the effective and appropriate operation and compliance with requirements. Create test plans, execute testing, and report findings utilizing appropriate techniques within area of responsibility.

    5.

    Monitor external and internal systems operations; ensure interface with other systems and published reports run on schedule, and alert responsible parties when those processes fail to execute.


    6. Maintain automated inventory of hardware and software for desktop systems. Conduct inventory reviews, update and analyze data and produce regular and special reports.

    7. Staff the PSA Information Technology Helpdesk, provide assistance to users.

    Troubleshoot and correct or repair routine problems using appropriate diagnostic tools and techniques; identify more complex problems and recommend solution to higher management.


    8. Maintain helpdesk call tracking information, using established systems or procedures; document requests, response time, problems and corrections. Research data and provide feedback on trends and problems and possible methods of addressing problems and issues.

    9. Control access to external partner's computer systems. Receive internal requests for external systems access, track those requests and establish the user accounts following appropriate procedures. Request user access termination when the services are no longer required.

    10.

    Review and reconcile PSA, court and other criminal justice records on defendants or clients being managed by PSA; identify and correct errors; handle expungements and other records changes ordered by the court.


    11.

    As assigned, develop procedures, draft information for training manuals and references in areas of responsibility or provides input to proposed policies.

    Identify the need for user training, and provide training or works with the Office of Training and Career Development in development of training courses.

    Prepare or participate in the preparation of user references for external and internal system and demonstrate proper usage of hardware and software.


    12. Participate in group training pertaining to network infrastructure (. server maintenance and patching)

    13. Participate in group training pertaining to PSA's application/client Support.
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