User Support Analyst

The Court Technology Department provides direct support for all judges, magistrates, hearing officers, and associated staff within the Firth Judicial Circuit. This is complex and responsible technical work in planning, designing, implementing, coordinating, evaluating, and enhancing the Fifth Judicial Circuit’s distributed computer system network, including operating systems, applications software, local area networking, and communications components, for use by end-users. Working relationships are established with court personnel.

Work is performed under the general supervision of the Trial Court Technology Officer. The following statements describe the principal functions of this job and its scope of responsibility. This description should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including working in other functional areas to cover absences or relief, to equalize peak work periods or otherwise to balance the workload.

• 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‑shooting 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.

• Plans, directs and supervises the development and preparation of detailed programs and the design of comprehensive flow charts and related material. Confers with subordinates on unusual and difficult procedures and offers advice and assistance as needed.

• Confers with departmental officials for preliminary determination of program feasibility; reviews existing procedures, and defines problem and machine capability.
• Schedules workflow and develops programming techniques; prepares budget estimates for current and proposed projects. Performs systems analysis and codes programs using current programming techniques and standards.
• Provides internal and external user support. Resolves all problems as assigned and makes recommendations and reports any unresolved problems for resolution.
• Travel within the Fifth Circuit is required.

• 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…