Technical Support Specialist

Recruitment #210114-UNCB-11


Submit resume and cover letter with salary requirements and availability date via email with “Technical Support Specialist” in message title to:

  The Supreme Court of Oklahoma Administrative Office of the Courts 
2100 N. Lincoln Blvd., Suite 3
Oklahoma City, Oklahoma 73105

Technical Support Specialist
Salary commensurate with Education/Experience

The Administrative Office of the Courts (AOC) is seeking a self-motivated person to join the organization as a Technical Support Specialist.  The Technical Support Specialist should possess the skills necessary to provide excellent customer service while fielding phone calls and requests for technical assistance by performing question/problem diagnosis and guiding users through systematic solutions in a service desk environment. 

Responsibilities and essential functions will include (but not be limited to) the following:
•Handle customer requests for assistance in person, by email/chat, or over the phone.
•Monitor and respond quickly and effectively to requests received through the IT Helpdesk.
•Provide complex hardware and software troubleshooting expertise for local and remote users.
•Escalate reported issues to the Situation Manager based on severity level.
•Document internal IT Helpdesk procedures and perform periodical reviews for process improvements.
•Monitor IT Helpdesk ITSM system for tickets assigned to the queue and process first-in first-out based on priority.  
•Create and maintain accurate documentation in the Knowledge Base System.  Assist in creating materials for end user frequently asked questions (FAQ’s).
•Participate in incident response calls and provide status communications.
•Create notifications to all users for system outages, security alerts, and implementations of new functionality.
•Maintain inventory of all equipment, software, and software licenses in change management tool.
•Utilize and maintain the IT Helpdesk ITSM software for tickets, incidents, and problem tracking.  (Cherwell)
•Participate in Severity calls when appropriate.
•Provide user communications using templates when requested.
•Assist with onboarding/off boarding users and resetting passwords.
•Performs other related duties as assigned and required.

Knowledge and Skill Requirements:
•Excellent communication skills with all levels of the organization and the ability to communicate technical solutions.
•Must possess complex hardware and software troubleshooting expertise.
•Demonstrated ability to work independently and/or collaboratively in a team environment.
•Must possess exceptional organizational, customer service, and writing skills.
•In depth knowledge of server and PC hardware.
•Knowledge of current Windows server, client operating systems, and Windows Active Directory.
•Knowledge of Windows-based infrastructure technologies, including file and print services, new technology file system (NTFS) share and folder permissions, and domain name server (DNS) as it relates to field infrastructure.
•Knowledge of wireless, WAN/LAN technologies, printers, and cabling standards.

Education / Experience:
•Two (2) years of information and technology employment experience providing successful systems support, required.
•A four-year college degree; or the successful completion of a technical course curriculum from an accredited information and technology institution, preferred.
•A Microsoft Certified Professional (MCP) or equivalent certification, preferred.
•Security awareness training a plus.

Physical Demands:
•Sit or stand for prolonged periods.
•Occasional travel to remote locations within the State of Oklahoma.

The standard benefits for the State of Oklahoma includes employee leave, retirement and a health plan package. Applicant must be willing to self-relocate if applicable.  Position open until filled. 

Candidates who are eligible to work in the United States are encouraged to apply.   The Administrative Office of the Courts will not sponsor a work visa (H-1B, etc.) to fill this position.

As a condition of employment, any successful candidate who receives an offer of employment will be required to pass a background investigation.

The Oklahoma Supreme Court is an Equal Opportunity Employer.



Veteran's Preference Points Apply only for initial appointment in the Classified Service.