Service Delivery Support Technician

Service Delivery Support Technician

The Administrative Office of the Courts (AOC) is seeking a self-motivated person to join the organization as a Service Delivery Support Technician. The Service Delivery Support Technician should possess the skills necessary to provide excellent customer service while fielding phone calls and requests for technical assistance by performing question/problem diagnosis and guiding users through systematic solutions in a service desk environment.

Responsibilities and Essential Functions will include (but not be limited to) the following:

• Provide excellent customer service by handling requests for assistance in person, by email, or over the phone in a service desk environment.
• Deliver Tier 1 and Tier 2 technical support by diagnosing and troubleshooting complex hardware, software, and network issues.
• Monitor tickets in the IT Service Management (ITSM) system and process them according to priority and ITIL principles for incident, problem, and change management.
• Escalate reported high-priority incidents or problems to ensure visibility and swift resolution.
• Leverage AI tools and emerging technologies to assist with research, troubleshooting, problem diagnosis, and automation of IT support tasks.
• Document internal IT Service Desk procedures, create and maintain accurate solutions in the knowledge base system, and conduct periodic reviews for process improvements.
• Perform software deployments, updates, driver installations, and BIOS updates using endpoint management tools.
• Create and send announcement notifications to customers regarding system outages, security alerts, and new functionality.
• Adhere to security policies and NIST cybersecurity frameworks when handling sensitive information and responding to security-related incidents.
• Assist with user account management and password resets.
• Perform other related duties as assigned.

Knowledge, Skill, and Ability Requirements:

• Excellent verbal and written communication skills, including the ability to explain complex technical solutions clearly to all levels of the organization.
• Advanced troubleshooting expertise for complex hardware, software, and network issues in a Tier 1 and Tier 2 service desk environment.
• Strong analytical and problem-solving skills, with high attention to detail and adaptability to changing priorities.
• Demonstrated ability to work independently and collaboratively within a team environment.
• Exceptional organizational, customer service, and documentation skills.
• In-depth knowledge of PC hardware.
• Proficiency with current Windows server and client operating systems, Windows Active Directory, Microsoft 365 services (including Teams, SharePoint, and OneDrive), Microsoft Intune, Microsoft Entra ID, and printer queue management.
• Knowledge of Windows-based infrastructure technologies, including file and print services, NTFS share and folder permissions, DNS, wireless, WAN/LAN technologies, printers, and cabling standards.
• Knowledge of ITIL principles for incident, problem, and change management.
• Familiarity with NIST cybersecurity frameworks and best practices for handling sensitive information and responding to security incidents.
• Experience with endpoint management tools and practices for software deployments, updates, driver installations, and BIOS configurations.
• Familiarity with the use of AI tools for research, troubleshooting, and automation in an IT support environment (preferred).

Education and Experience Requirements:

• Two (2) years of information technology employment experience providing successful systems or technical support, required.
• A four-year college degree in Information Technology, Computer Science, or a related field; or the successful completion of a technical course curriculum from an accredited institution, preferred.
• ITIL Foundation certification, preferred.
• Service Desk or ITSM experience, preferred.
• Security awareness training, a plus.

Special Requirements:

• Sit or stand for prolonged periods.

Travel: All AOC positions have the potential to and expectation of requiring employees to travel for normal duties in support of the Judiciary, including and not limited to state Judicial events and national industry conferences.

Work Environment: This job operates in a professional office environment. This role routinely uses standard office equipment such as laptop computers, photocopiers, and smartphones.

All AOC positions are designated as "In-Person" at one of the authorized work locations. AOC offices are officially open for business from 8:00 AM to 5:00 PM, Monday through Friday.

MIS employees have the expectation of being assigned on-call as defined in 26 CFR 553.221 (d) in support of judicial operations.

Physical Demands: While performing the duties of this job, the employee is regularly required to talk, hear, comprehend, observe, and evaluate. Specific vision abilities required by this job include close vision and ability to adjust focus. This position requires the ability to lift files, open filing cabinets, operate standard office and computer equipment, and bend or stand on a step stool as necessary.

Responsibilities and skills listed above are essential to the position. Inability to perform these responsibilities with or without an accommodation may result in disqualification from the position.

Eligibility: Applicants must be authorized to work in the United States without the need for employment-based visa sponsorship now or in the future. The employer does not provide visa sponsorship for current, continued, or future work authorization.

The State of Oklahoma has an excellent benefits package including 3 weeks of vacation, employee retirement and health benefit plans. Position open until filled. Criminal background check required. The Supreme Court of Oklahoma Administrative Office of the Courts 2100 N. Lincoln Blvd., Suite 3 Oklahoma City, Oklahoma 73105.

The Supreme Court of Oklahoma is an Equal Opportunity Employer.

Equal Opportunity Employment

The State of Oklahoma is an equal opportunity employer and does not discriminate on the basis of genetic information, race, religion, color, sex, age, national origin, or disability.