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Technical Support Specialist

Recruitment #180515-UNCB-39


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  
(405) 556-9300    (405) 556-9135 Fax

The Administrative Office of the Courts
The Supreme Court of Oklahoma
2100 N. Lincoln, Ste. 3
Oklahoma City, Oklahoma 73105
(405) 556-9300    (405) 556-9135 Fax

Technical Support Specialist
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.  If you would like to bring your talents to bear please submit y our cover letter and resume for consideration as described below.

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)
• 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 professional 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.

Physical Demands:
• Sit or stand for prolonged periods of time.
• 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. 

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.




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