Job Details

Salary : $69,000.00 - $80,000.00 Annually
Location : Boise, ID
Job Type: Full-Time
Job Number: 00142
Department: Administrative Office of the Courts
Division: Information Division
Opening Date: 06/18/2025
Closing Date: 7/2/2025 5:00 PM Mountain
How We Work:: The Administrative Office of the Courts is committed to supporting the mission of the Idaho Courts using an approach that aligns strategy, work, and capacity. This approach empowers our employees to respond quickly and efficiently to meet the needs of our customers: citizens, courts, judges, employees, and other stakeholders. We believe in continualimprovement of our services and products to better serve and support our customers and the evolving environment.Courts employees are future-focused, take initiative, and are personally responsible for work delivery and professional growth. Our leaders are committed to professional development and growth of employees by empowering and supporting motivated individuals; providing clarity and focus for projects; giving those individuals the environment and support they need; and fostering a culture of collaboration, transparency, learning, trust, and shared accountability.

General Position Summary
Position Title: Supervising Field Service Technician
Effective Date: June 2025
Salary Grade/Range: Grade 15 / $69,000-$80,000
FLSA Status: Non-Exempt
EEO Job Category: Technical

General Position Summary:
The Supervising Field Service Technician is a working supervisory position that will provide guidance to a team of Field
Service Technicians who supports all computer-related functions for the State of Idaho in the trial courts in a judicial
districts. This position provides expert front-line user support and serves as primary contact for judicial staff who
experience service interruptions or seek assistance with information technology issues, products, services, and court
applications. Incumbents use in-depth knowledge of computer technology and processes to provide support services to
end-users or other technical support personnel in resolving user problems. The position performs a variety of duties
including, but not limited to, computer troubleshooting in courtroom and office environments that includes desktop,
portable and remote devices; all peripheral devices; application and enterprise system support; troubleshooting all
computer hardware and software issues; and performs computer repairs, installation, and configuration of standard
business software, as well as custom court software. Incumbents are accountable for computing services and
equipment. The Supervising Field Service Technician will work under the general supervision of the IT Service Delivery
Lead.

Major Duties and Responsibilities

(The examples provided do not cover all the duties which the incumbent of this
position may be required to perform.)

• Manage work across the District Field Service Technicians to ensure timely execution of expected responsibilities;
• Ensure accountability within the team regarding scheduling leave, approving timecards, expenses, coordinating travel, and overseeing day to day operations;
• Act as the primary point of contact for escalations from District Field Service Technicians and judicial staff;
• Assist in developing career plans, performance management, and other growth opportunities for individual team members;
• Recommend and propose initiatives for strategic direction within the organization;
• Communicates issues and potential changes to staff, peers, and management that could impact daily operations, staffing needs, schedules, or work deliverables;
• Monitor the District Field Service Technician team's incidents and service requests and verifies issues are handled in a timely manner;
• Ensure adherence to state and district IT security protocols, policies, and standards;
• Develop and maintain documentation of processes, procedures, and configurations to standardize operations;
• Understands court processes to ensure that problem resolutions match user needs in an appropriate manner;
• Manage and maintain local computing infrastructure and devices ;
• Work closely with IT leadership and district court leadership to prioritize the team's tasks and projects while ensuring the team provides responsive and timely end-user customer support;
• Lead the District Field Service Technicians in identifying, documenting and sharing aspects of problem diagnosis, communication and break/fix solutions, including the ability to provide or locate alternate work methods and/or solutions as necessary;
• Perform installation, configuration, and troubleshooting of standard user desktop/laptop computing hardware, printers and peripheral devices;
• Perform installation, configuration, and troubleshooting of standard conference room devices (i.e., Zoom based DTEN devices);
• Coordinate and migrate customer data and information from decommissioned devices to new equipment;
• Install, configure, and maintain software on mobile devices;
• Assist with coordinating equipment shipments and receivables as well as processing surplus equipment in accordance with Court procedures;
• Keep up-to-date and accurate inventory records of serialized asset information;
• Assist with maintaining and updating user account information and group permissions;
• Communicate with end users and staff regarding issue status, resolution, and task completion;
• Escalate issues to other members of the technical services team as appropriate;
• Assist with installation, configuration, and maintenance of courtroom audio recording hardware, software, and data archives;
• Troubleshoot basic LAN/WAN connectivity for all networked devices; coordinates troubleshooting efforts with appropriate IT staff and informs local administration with resolution status;
• Assist with security needs and data recovery to include virus/spam removal with end users; uses decryption codes and necessary files to support hard drive troubleshooting and data recovery as necessary;
• Report observed security issues/breaches to supervisors within IT and local administration as necessary;
• Work with IT staff and vendors to determine warranty or repair status;
• Performs additional duties as assigned.

Minimum Qualifications

The Idaho Supreme Court reserve the right to consider an equivalent combination of education, training, and/or experience necessary to successfully perform the major responsibilities of the position.

Education and Experience:

• Two years of higher education or an Associate's Degree in Computer Science or a related field;
• Three years of experience installing and maintaining computer hardware, software, and peripherals (scanners, printers, etc.) in a network and/or multi-platform environment;
• Experience identifying, evaluating and resolving computer and system problems including compatibility conflicts, application operations, and hardware malfunctions;
• Experience learning new business environments and application software;
• 3 years of IT support experience;
• Experience supporting a complex business, agency or enterprise environment with multiple shifting priorities;
• Experience with all general court processes and/or information systems preferred;
• Previous lead or supervisory experience preferred;
• Helpdesk or service desk experience is preferred;
• Industry certification such as CompTIA A+ or Network+ certification is preferred;
• Bachelor's Degree is preferred.

Knowledge, Skills, and Abilities

• Knowledge of and experience with server operating systems including Windows and Linux;
• Knowledge and experience with AWS and Azure cloud-based systems and solutions preferred;
• Knowledge of and experience with Windows Active Directory and policy management preferred;
• Knowledge of enterprise video conferencing systems;
• Knowledge of and experience with Microsoft Windows 10,Windows 11, and MacOS;
• Knowledge of and experience Microsoft Office 365;
• Knowledge of basic network (wired and wireless) configuration and troubleshooting;
• Skill in providing excellent customer service;
• Ability to establish and maintain effective working relationships with vendors, court staff, judicial officers, and other partners;
• Ability to communicate effectively verbally and in writing;
• Ability to understand impacts of software, system, or application changes on customers;
• Ability to think creatively and propose new ideas to fully support the District Field Service Technicians as well as internal and external stakeholders;
• Ability to prioritize support calls based on customer needs and impacts;
• Ability to work independently;
• Ability to maintain confidentiality;
• Ability to delegate work as needed;
• Ability to gather information and make decisions quickly and effectively;
• Ability to build strong relations within individual team as well as throughout the organization;
• Ability to organize and prioritize various team responsibilities;
• Ability to create an inspiring team environment with an open communication culture;
• Ability to travel throughout the State of Idaho as needed.
  
  Additional Requirements:
• Ability to lift 50 pounds of computer equipment;
• Valid driver's license;

The Idaho Supreme Court is an equal opportunity employer. Hiring is done without regard to race, color, national origin,
sex, age, religion, socioeconomic status, sexual orientation, gender identity, disability, or any other applicable legally
protected status. In addition, preference may be given to veterans who qualify under state and federal laws and
regulations. If you need accommodation for applying or interviewing, please notify human resources.
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