Help Desk Coordinator Provincial Court Judiciary / Office of the Chief Judge

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1 Help Desk Coordinator Provincial Court Judiciary / Office of the Chief Judge POSITION TITLE: Help Desk Coordinator POSITION NUMBER(S): DIVISION: (e.g., Division, Region, Department) UNIT: (e.g., Branch, Area, District) APPROVED CLASSIFICATION Ministry of Justice/Provincial Court Judiciary Office of the Chief Judge LOCATION: Vancouver IS 14 SUPERVISOR S TITLE: Manager IT Services and Strategic Planning POSITION NUMBER SUPERVISOR S CLASSIFICATION: PROGRAM Business Leadership PHONE NUMBER: The Provincial Court of BC sits at over 80 locations throughout the Province and hears criminal, family, youth, and civil claims as well as traffic and municipal by-law matters. The Chief Judge of the Provincial Court is appointed by the Lieutenant Governor in Council and is responsible for assigning Judges and Judicial Justices, and designating court facilities for the hearing of cases within the jurisdiction of the court and for providing administrative direction to Judges, Judicial Justices, and Judiciary staff. The Office of the Chief Judge (OCJ) is the administrative headquarters for the Provincial Judiciary, and is based in downtown Vancouver. PURPOSE OF POSITION Reporting to the Manager, IT Services and Strategic Planning, the Help Desk Coordinator provides first and second level IT user support for Provincial Court Judges, Judicial Justices and judicial staff throughout the province including the OCJ. This position responds to help desk calls and s, providing initial troubleshooting/solutions, and when necessary, directing the calls to the appropriate System Support Coordinator for second and third tier support. Troubleshoots and repairs judicial hardware/software installs, maintains training/course materials for end users, and provides onsite user training during conferences. The position maintains internal records of end user resource access, and manages user accounts. This position is also involved in the testing and development of OCJ applications, under the direction of the Systems Support Coordinators. SPECIFIC ACCOUNTABILITIES / DELIVERABLES Provides technical, software, and hardware support for users at the Office of the Chief Judge (OCJ) and court locations throughout the province by: Providing first and second level support via telephone, remote assistance, or site visit to resolve hardware, software, and systems issues, or escalate as required; Resolving hardware issues in PCs, laptop computers, smartphones, printers, multi-function devices, video conference units, and peripheral devices; Resolving systems issues with Microsoft Windows, Microsoft Office suite, , Internet Explorer, Lync, OCJ internal programs (ROTA, Time Bank, Trial Tracker), and ministry applications (JUSTIN, CAS, ESS, etc.); Providing desktop support to repair and re-image PCs and laptops, remove desktop viruses, handle warranty claims, replace parts, and provision spares; Providing application support to Judges on the use of Dragon Naturally Speaking and related microphones, Divorcemate, and Word templates; Upgrading client software to current supported versions; Providing audio/video conference equipment setup for meetings and conferences; Maintaining OCJ help desk application, and tracking problem calls to ensure timely resolution and follow-up with technicians and users and ensure calls are satisfactorily completed and/or escalated; Help Desk Coordinator June 2013 Page 1 of 5

2 Providing systems training/orientation to new and current users, individually and in groups, adjusting the depth of training to match audience; and Notifies users of systems alerts, scheduled outages and performance issues. Maintain user account / resource access by; Coordinating the account provisioning and termination requests by liaising with HR, managers, external contacts, and Systems staff, updating records, and following up to ensure timely completion; Accessing account information and password resets from Active Directory Management Tools; Adding, editing, deleting user accounts from OCJ databases and external service providers; and Liaising with JAG s ISB staff to ensure IDIR account access is current and correct. Maintain hardware and software inventory by; Keeping inventory system current and correct; Purchase IT supplies, peripherals and desktop software to ensure adequate inventory; and Maintaining internal documentation on IT assets. Provides systems support functions for the OCJ client/server infrastructure by; Performing the morning computer network checklist and reporting issues to the appropriate team member; and Verifying results of evening backup and escalate issues as required. Provides change management support by; Conducting user acceptance testing of new releases including developing test checklists, participating in determining requirements and schedules, reporting results and issues and making recommendations on improvements; Updating reference sheets, guidelines and Frequently Asked Questions (FAQ) for users on new releases, changes or common incidents and distributes to users; and Creating, maintaining and updating training materials and user manuals. Prepares and arranges disposal of hardware and software from the Provincial Judiciary by; Coordinating the removal of obsolete hardware and software from various judiciary offices; and Ensuring that all data remaining on systems and computers identified for disposal are wiped in accordance with OCJ data removal guidelines. Participates in a team environment by; Attending and actively contributing to team meetings and discussions; Actively participating in project planning sessions and review meetings; Assisting in IT projects as needed; and Keeping team members informed of outstanding issues, workarounds, recommendations and solutions. Performs other related duties as required. DIRECT SUPERVISION (i.e., responsibility for signing the employee appraisal form) # of Regular FTE s # of Auxiliary FTE s Directly supervises staff Supervises staff through subordinate supervisors PROJECT /TEAM LEADERSHIP OR TRAINING (Check the appropriate boxes) Supervises students or volunteers Lead project teams # of FTE s Provides formal training to other staff Assigns, monitors and examines the work of staff # of FTE s SELECTION CRITERIA Education and Experience Degree or Diploma in computer science or information technology and a minimum of 1 year related experience; OR Help Desk Coordinator June 2013 Page 2 of 5

3 Related Certificate or program completion and 2 years related experience; OR Some post secondary related course work and 3 years of related experience; AND Minimum 1 year in a Help Desk environment. Skills and Knowledge Demonstrated working knowledge of current hardware technologies, including reassembly, and configuring of computers, and printers; hardware troubleshooting techniques; Advanced knowledge of current Microsoft Office suites; Preferred knowledge of web technologies (browsers, HTML, search engines); Preferred knowledge of Windows environments, Remote Access technologies (VPN, Remote Desktop Services, and Remote Assistance); Certifications in A+ and MCSA preferred; Preferred certification in ITIL foundation course for service support/service delivery; and Preferred knowledge of Microsoft Active Directory, Symantec Backup Exec, Sophos Antivirus software and Dragon Naturally Speaking. Abilities Exceptional oral communications skills, able to communicate effectively and empathetically with Judicial Officers and other users in person and by telephone; Strong writing skills, able to change style and depth depending on audience; Proficient in the configuration and use of current Windows O/S and Office suites; Able to analyze, document, and resolve hardware, software and systems problems; Able to organize and prioritize work, work independently, make good judgment calls; maintain confidentiality, work within limits and meet deadlines; and Able to work in a team environment. SPECIAL REQUIRMENTS Criminal Record Check Excluded from the Union Travel required for site visits, rollouts, conferences, etc. PREPARED BY NAME: Tanya Thoen DATE: EXCLUDED MANAGER AUTHORIZATION I confirm that: 1. the accountabilities / deliverables were assigned to this position effective: (Date). 2. the information in this position description reflects the actual work performed. 3. a copy has / will be provided to the incumbent(s). NAME: SIGNATURE: DATE: ORGANIZATION CHART Chief Judge of the Provincial Court of British Columbia Executive Director of Organizational Services, Strategic Leadership, Mgr. IT Services and Strategic Planning, Business Leadership, Help Desk Coordinator, IS14, Help Desk Coordinator June 2013 Page 3 of 5

4 COMPETENCIES Analytical Thinking is the ability to comprehend a situation by breaking it down into its components and identifying key or underlying complex issues. It implies the ability to systematically organize and compare the various aspects of a problem or situation, and determine cause-and-effect relationships ( if...then ) to resolve problems in a sound, decisive manner. Checks to ensure the validity or accuracy of all information. Commitment to Continuous Learning involves a commitment to think about the ongoing and evolving needs of the organization and to learn how new and different solutions can be utilized to ensure success and move the organization forward. Decisive Insight combines the ability to draw on one s own experience, knowledge and training and effectively problemsolve increasingly difficult and complex situations. It involves breaking down problems, tracing implications and recognizing patterns and connections that are not obviously related. It translates into identifying underlying issues and making the best decisions at the most appropriate time. At higher levels, the parameters upon which to base the decision become increasingly complex and ambiguous and call upon novel ways to think through issues. Expertise includes the motivation to expand and use technical knowledge or to distribute work-related knowledge to others. Flexibility is the ability and willingness to adapt to and work effectively within a variety of diverse situations, and with diverse individuals or groups. Flexibility entails understanding and appreciating different and opposing perspectives on an issue, adapting one s approach as situations change and accepting changes within one s own job or organization. Integrity refers to actions that are consistent with what one says are important. People with integrity walk the talk by communicating intentions, ideas and feelings openly and directly, and welcoming openness and honesty even in difficult negotiations. Problem Solving and Judgement is the ability to analyze problems systematically, organize information, identify key factors, identify underlying causes and generate solutions. Results Orientation is a concern for surpassing a standard of excellence. The standard may be one s own past performance (striving for improvement); an objective measure (achievement orientation); challenging goals that one has set; or even improving or surpassing what has already been done (continuous improvement). Thus, a unique accomplishment also indicates a Results Orientation. Service Orientation implies a desire to identify and serve customers/clients, who may include the public, colleagues, partners (e.g. educational institutes, non-government organizations, etc.), co-workers, peers, branches, ministries/agencies and other government organizations. It means focusing one's efforts on discovering and meeting the needs of the customer/client. Teamwork and Cooperation is the ability to work co-operatively within diverse teams, work groups and across the organization to achieve group and organizational goals. It includes the desire and ability to understand and respond effectively to other people from diverse backgrounds with diverse views, and the ability to work within an office teamwork environment. Help Desk Coordinator June 2013 Page 4 of 5

5 Signature Page I have read the job description (Position Title): of the Provincial Court Judiciary / Office of the Chief Judge. I agree this job description is an accurate statement of the above noted position and its assigned duties, responsibilities and reporting relationships. I agree that this job description accurately reflects the accountabilities and deliverables required to meet the purpose of the position. Incumbents Signature Name (Print) Date Managers Signature Name (Print) Date Help Desk Coordinator June 2013 Page 5 of 5

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