HELP DESK SPECIALIST Job at San Bernardino Superior Court
Salary
$51,771.20 - $66,144.00 Annually
Location
CA, CA
Job Type
Full-Time Employment
Department
Technology Services
Job Number
22-056
Closing
12/11/2022 11:59 PM Pacific
Description
The Superior Court of California, County of San Bernardino is seeking a well-qualified and experienced
Help Desk Specialist.
Salary Updates
- Effective November 2022, a 5% COLA increase (not reflected in the job announcement)
- Effective October 2023, a 4% COLA increase
- Effective October 2024, a 3% COLA increase
Benefit Highlights
About the Position
Under general supervision, this entry-level position provides customer service support to court staff and Judicial Officers for technology and performs related duties as assigned.
Distinguishing Characteristics
Help Desk Specialist is the entry-level position and incumbents are responsible to respond, evaluate, and prioritize incoming telephone, voicemail, electronic mail (e-mail), and help desk requests for assistance from customers experiencing problems with hardware, software, networking, other computer related technologies, equipment and/or facility matters.
Help Desk Specialist is distinguished from the higher level Systems Technician classification as the latter has responsibility for resolving complex level technical issues, administering systems and business processes, leading projects and performing complex duties.
For full position details, review the
job description.
Essential Functions
Typical duties of a Help Desk Specialist may include, but are not limited to:
- Provide first tier support to resolve non-complex technical issues related to hardware, software, and other related workstation equipment. Support includes, but is not limited to, changing passwords, administering user access rights, triaging/routing help desk requests.
- Identify, investigate, and direct service requests, which cannot be resolved at the first tier, to the appropriate person or vendor for resolution.
- Log and track calls utilizing an IT Service Management System (ITSM); maintains history records and related problem documentation.
- Maintain standard statistical reports, records and logs to ensure service effectiveness and for management analysis.
- Monitor internal help desk tracking system to ensure timely assignment to the appropriate staff or vendor.
- Conduct regular audits of service requests and service level reports to ensure timely resolution. Notifies manager of any delayed or unresolved issues to ensure timely resolution.
- Provides assistance to Case Management Technicians, System and Network Administrators, System Engineers, Application Developers, fiscal and facilities staff in gathering information to resolve customer inquiries.
- Performs other duties as assigned.
Minimum Qualifications
High school diploma or equivalent, and two (2) years experience that includes providing computer or network systems support or experience providing first tier technical level support in a help desk role.
Resumes will not be accepted in lieu of the required application and supplemental application.
Human Resources will review applications to identify candidates who meet the minimum qualifications, therefore, it is to your benefit to include all pertinent work experience. When listing court experience, please include dates and classification of each position held, if more than one.
Selection Process
Applications will be reviewed to identify candidates who meet the minimum qualifications and/or desirables. Only those who meet the minimum qualifications and desirables (if applicable) will proceed to the next step in the recruitment process.- Candidates' supplemental question responses may be evaluated and ranked. Depending on the number of applications, assessments and/or screening interviews may be conducted.
- Candidates who are successful in step 2 will be placed on the eligible list and may be considered for an interview. Placement on the eligible list does not guarantee an interview or employment.
All candidates will be notified via email of their status at each step of the process. Additional steps in the selection process will include a background check and a reference check.
REASONABLE ACCOMMODATIONS:
The Superior Court of California, County of San Bernardino is committed to providing reasonable accommodation to applicants as required by the Americans with Disabilities Act (ADA) and the Fair Employment and Housing Act (FEHA). Qualified individuals with disabilities who need reasonable accommodation during the application or selection process may contact the Human Resources Office at (909) 521-3700 or via email at HR@sb-court.org. Individuals with hearing and/or speech impairments may also contact the recruiter for this position through the use of the California Relay Service by dialing 711.
Physical Characteristics
The physical and mental demands described in the
job description are representative of those that must be met by employees to successfully perform the essential functions of this class. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
The Superior Court of California, County of San Bernardino is an Equal Opportunity Employer- M/F/D/V.
SUPERIOR COURT OF CALIFORNIA
COUNTY OF SAN BERNARDINO
BENEFITS SUMMARY
The San Bernardino Superior Court offers a range of benefit programs for employees and their eligible dependents. These include medical, dental, vision, and life insurance, as well as a variety of voluntary benefits. Programs and benefit amounts vary and are based on bargaining unit, family size, hire date, plan selection, and number of hours worked. A summary of benefits is provided below.
Health and Welfare Benefits
MEDICAL: The Court offers a variety of comprehensive health plan options to fit individual employee needs. The Court contributes up to $200.00 in benefit plan dollars each pay period to help full-time employees pay for health premiums. In addition, the health plan subsidy the court contributes toward the employee cost is 57% of lowest cost HMO plan based on level of coverage.
DENTAL: The dental subsidy is equivalent to 100% of the employee only DPPO coverage plan (but not less than twenty dollars {$20.00} per pay period.)
VISION: Court-paid plan for employees. No co-pay/deductible for eye exams; frames and standard lenses or contact lenses (in lieu of standard lenses) every twelve (12) months.
SHORT-TERM DISABILITY: Court-paid benefit that provides partial income replacement in the event that an employee is unable to work due to a non-work related disability.
LIFE INSURANCE: Court-paid basic life insurance benefit of $35,000. Additional supplemental life and AD&D insurance benefits may be purchased voluntarily.
MEDICAL REIMBURSEMENT ACCOUNT: Flexible Spending Account (FSA) that helps participating employees lower their taxable income. Under this plan, employees elect to set aside pre-tax money each pay period to pay for eligible out-of-pocket medical expenses for themselves and their eligible dependents that are not paid by insurance or reimbursed by any other benefit plan.
DEPENDENT CARE ASSISTANCE PLAN: This is a type of Flexible Spending Account (FSA) that helps participating eligible employees lower their taxable income. Under this plan, employees may set aside pre-tax dollars to pay for qualified childcare or dependent care expenses that are necessary for the employee and/or spouse to continue working.
Leave Allowances
VACATION: After completion of the requisite hours of continuous service (based on the bargaining unit), employees are eligible to use accrued vacation allowance. Depending on length of service, employees may accrue from 80 to 160 hours annually.
HOLIDAY: Thirteen (13) paid recognized holidays and the accrual of two (2) floating holidays annually.
SICK LEAVE: Employees in regular positions accrue approximately 3.39 hours of sick leave per pay period to use during instances of authorized absence due to illness, injury, or medically related appointments.
BEREAVEMENT LEAVE: ALL employees are eligible to receive a maximum of thirty- two (32) hours of paid leave per occurrence for bereavement leave due to the death of a person in the immediate family.
Retirement and Deferred Compensation Plans
RETIREMENT: The Court is a 1937 Act employer. More detailed information may be found by contacting SBCERA at (909) 885-7980 or toll-free at 1-877-722-3721 or by visiting the website at San Bernardino County Retirement Association. The Court does not pay into the Social Security system; however, it does contribute to Medicare.
Retirement benefits subject to change.
DEFERRED COMPENSATION: Employees are eligible to participate in the Court's 457 Deferred Compensation Plan. This is the supplemental retirement plan that permits employees to defer a certain portion of their pre or post tax salary, within certain Internal Revenue Service (IRS) limits, to an account maintained by an investment service provider. Participating employees in the pre-tax option postpone paying taxes on the deferred portion of their income.
Additional Benefits
TUITION BENEFIT: Employees with at least twelve (12) months of service will be allowed a maximum of $600.00 each fiscal year. These monies may be used for job related education or career development, book fees or to reimburse membership dues in professional organizations.
CAR ALLOWANCE: Use of Court Vehicle.
COMMUTER SERVICES: This program assists with providing information on carpools, rideshare matching, and public transportation options. The Court offers incentives for employees eligible to participating in Ridesharing activities.
FLEXIBLE WORK SCHEDULE: The Court recognizes the importance of work/life balance. Employees may request alternative work scheduling or flexible work schedules when classifications meet the requirements.
The Human Resources Department reserves the right to modify the benefit programs in accordance with the Personnel Rules and Regulations.
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