User Support Analyst

Responsibilities

• Consults with users and performs assessments to determine user needs and systems requirements. Responsible for developing training programs and manuals and conducting individual and group training for system users.
• Responsible for analyzing and resolving computer hardware, audio‑video hardware, video conferencing hardware, peripheral equipment, software, and network communication problems using diagnostic software and technical troubleshooting processes. This includes equipment used for sound reinforcement and evidence presentation in the courtrooms and hearing rooms.
• Responsible for analyzing and resolving computer hardware, software, and network communication problems using diagnostic software and technical trouble‑sh‑ooting processes.
• The user support analyst may serve at the Court Technology help desk and responds to calls for assistance and emergencies.
• Working relationships are established with court personnel throughout the circuit, including judges, magistrates, hearing officers, staff attorneys, judicial assistants, technology staff, and vendors.
• Work is performed in conjunction with other members of the Court Technology staff, reporting to the Trial Court Technology Officer (CTO).
• Assists with ensuring the security and compliance of Court Technology customer resources.
• Devises complete computer system requirements and layout; develops major area of machine procedure and outlines computer instructions.

• Performs other tasks as assigned.

• This is a front‑line position for providing excellent customer service to members of the general public and other Court employees. Personal contact occurs with other employees of the Court, employees of other departments in the County, citizens, and customers of the department. Service is provided in person or by phone contact.

• No supervisory responsibilities.

County employees are required to report for work during a state of emergency and are subject to recall around the clock for emergency response operations which may include duties other than those specified in this job description.

• Education and Experience:
  
  A bachelor's degree from an accredited four‑year college or university with at least 24 semester hours in computer science or management information systems and one year of experience in computer systems analysis, computer programming, office automation, or in planning or designing distributed computer systems; or an associate's degree or completion of a vocational/technical school program in computer systems engineering (excluding data entry) and three years of experience as described above.
  
  Experience in an area described above may substitute for the recommended college education or vocational training on a year for year basis.

• Must possess and maintain a valid Florida Driver’s License and be insurable by current insurance carrier.
• Professional IT certifications as needed.

• Language Skills
  • Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations.
  • Ability to write reports, business correspondence, and procedure manuals.
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
• Mathematical Skills
  • Ability to work with mathematical concepts such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry.
  • Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Problem Solving Ability
  • Ability to define problems, collect data, establish facts, and draw valid conclusions.
  • Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
  • Develops plans, policies, specifications, programs continually.
  • Functions independently as an expert in matters of specialized policy, analyses or complex technical systems.
• Specialized
  
  Skills and Abilities
  
  
  • Knowledge of distributed…