Field Support Analyst - Help Desk

Title: Field Support Analyst - Help Desk

Pay Grade: Grade 15

Starting Pay: $68,235.13

Departmental Mission Statement:Enhance access to justice through the effective use of technology. Partner with Judges and all Court Staff to use technology to speed the delivery of justice. Build a culture that values transparency, collaboration, inclusivity, and continuous improvement.

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

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 posting is for Field Support Analyst 1/Help Desk role. First consideration will be given to those applicants that apply within the first
14 days.

Position Summary:Working within the Trial Court Information Technology Department of the Office of Court Management, the Field Support Analyst has the responsibility for providing on-site technical support to court staff in resolving user problems or issues. The Field Support Analyst 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.The position title above the entry level includes higher level responsibilities and duties.Employees are hired at the entry level position title and are eligible for reclassification to the higher level position titles within this series consistent with the specifications for the higher level position title.The position title reverts to the entry level when there is a vacancy.

SUPERVISION RECEIVED: Reports to the Deputy Director of TCIS or the person's designee and receives general direction in performing duties in accordance with established guidelines.

ORGANIZATIONAL LEVELS:

Field Support Analyst I -

This is the entry level position title within the series.Employees at this level are expected to perform a variety of standard computer system duties and user support for the TCIS Department.

Field Support Analyst II -

This is the second level position title within this series.Employees at this level are expected to perform higher level system and network duties which require more knowledge of hardware and software, requiring the employee to exercise more independent judgment in TCIS, while beginning to use their skills to provide support in the field at various Trial Court locations.

Field Support Analyst III -

This is the third level position title within this series.Employees at this level are expected to perform most of their duties as support analysts in the field with minimal direction, problem solving and providing service with the skills they have acquired previously within the series.

Duties:

Field Support Analyst I

• Provides direct support to Trial Court personnel and others who use information technology and systems;
• the support provided may be delivered by telephone, by electronic mail or other electronic means, or in person;
• Resolves problems or answers questions immediately when possible;
• Tracks activities leading to resolution of problems, particularly when that resolution requires referral to or assistance from others;
• May direct others in resolving problems;
• Assists in training users on proper use of information technology and systems;
• Maintains appropriate records regarding problem situations and their resolutions through the use of a help desk ticketing system;
• Analyzes records to identify patterns and trends in calls for assistance and recommends appropriate actions to address these patterns;
• Documents resolutions to recurring problems and support issues;
• Performs related duties as required.

Field Support Analyst II

• Responds to services requests to field users throughout the Trial Court;
• 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;provides written documentation for recurring procedures;
• Assists in instructing Trial Court personnel in the use of standard business and administrative software, including word processing, spreadsheets, email, 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;
• and Assists other members of TCIS as needed.

Field Support Analyst III

• 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;
• Instructs 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;
• Works other members of TCIS 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 demonstrate knowledge and understanding of the following areas:

Ethics and ValuesCommunicates and demonstrates the ethics and values of the Trial Court.

MissionUnderstands, upholds, and communicates the Trial Court missions.

Applied KnowledgeUnderstands research, information services operations, specialized tools, applications, and

software, with some understanding of the various court departments and divisions.

Problem SolvingAbility to successfully address data issues, draw conclusions, and make recommendations.

Customer ServiceConducts oneself in a courteous and professional manner towards both Trial Court employees and the public.

Performance MeasurementUnderstands the value and importance of performance measures as a basis for both individual and departmental assessments.

Commitment to DiversityPromotes an environment of diversity through understanding, respect, and positive communication with persons of varied economic and cultural backgrounds.

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

Continuous LearningDemonstrates a commitment to continuously improving himself or herself through professional development

Minimum Requirements: These are the minimum requirements necessary to apply for a position of Field Support Analyst Series:

Field Support Analyst I

• Graduation from High School or its equivalent;
• Excellent customer service skills including at least (1) year of experience in information technology/services user support, or an equivalent of training involving user support in the use of information technology and services;
• Must be able to physically lift and move computers, printers, and associated hardware;
• General knowledge of desktop computers and the installation of hardware and related software such as Microsoft Windows, Microsoft Office, Anti-Virus software, and other typical desktop computer applications.
• Preferred Knowledge and Skills
• General knowledge of current applications utilized by the Trial Court and its users;
• General knowledge of LAN- and WAN-based services like electronic mail and access to and use of the Internet; Knowledge of and familiarity with the operational policies and procedures of the Trial Court's departments and divisions.

Field Support Analyst II

• A minimum of three years of experience as a Field Analyst I;
• Ability to resolve more complex user issues and advanced hardware, software, and peripheral configurations in the field; 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 central processing units, servers, monitors, cables, 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, maintaining, 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.

Field Support Analyst III

• A minimum of three years of experience as a Field Analyst II;
• Considerable knowledge of and demonstrated ability to perform upgrading operating systems and software;
• Experience with 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;
• Considerable knowledge Trial Court Information Services policies and procedures and demonstrated ability to apply those policies to inquiries;
• Demonstrated ability to independently complete assignments and to handle multiple assignments;
• Demonstrated ability to identify problems and to develop feasible solutions.

Closing Date/Time: 2025-01-30

• 

• Massachusetts Trial Court

• 781-400-4083

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