Customer Services TechnicianMaryland State Judiciary

The Maryland Judiciary offers a generous benefit package including medical, dental, vision, life insurance, paid time off, paid holidays, tuition assistance, continuing education programs, employee assistance programs, and State Retirement and Pension plans. Telework, up to 2 days per week, may also be available. Telework eligibility is based on job functions and the approval of the Administrative Head.

Maryland Judiciary Benefits (mdcourts.gov) 

About the Maryland Court System | Maryland Courts (mdcourts.gov)

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Essential Job Functions:  

The Customer Services Technician provides excellent customer service to every internal and external caller to    the Customer Contact Center/Service Desk. The incumbent will analyze the customer?s support need to perform a prompt and accurate routing of calls to appropriate parties. The position triages and translates customer issues received via phone, email, support ticket, instant message, and/or in-person communications

Essential Duties and Responsibilities:

Without supervision, triage and translate customer issues received via phone, email, support ticket, instant message and/or in person communications. Provide troubleshooting support, answer questions, and route calls to appropriate groups.

Without supervision, apply understanding of technologies and applications used by the Judiciary, its users, and the groups that directly support them to resolve customer service

issues, to include but not limited to password resets, account troubleshooting, and accessing computer software.

Track existing JIS support tickets to ensure proper assignment and timely resolution are consistently achieved.

Other duties or tasks as assigned by management.

Minimum Qualifications:

Education:

High School Diploma or GED.

Experience:

Three (3) years of formal information technology, desktop support, IT customer support, IT customer service, or technology management experience.

Knowledge, Skills, and Abilities:

Knowledge of:

Windows, remote access communications and support, wireless network access technologies and

hardware, and MS Office applications.

Skill in:

Interpersonal relations and customer service.

Effective verbal and written communication.

Ability to:

Follow established JIS policies and procedures.

Interact with management and the Judiciary userbase at a variety of levels with integrity and   professionalism.

Handle confidential information with tact and poise.

Be punctual, organized, and self-motivated.

Adapt quickly and easily to changing organizational needs.

Learn and think critically.

Ensure proper recording, documentation, routing, and closure of incidents.

Learn and understand support needs for Judiciary?s application portfolio, to include both COTS and in-house applications.

Achieve desired results while working collaboratively in a team environment.

Physical Requirements:

Sedentary work. Exerting up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects, including the human body. Sedentary work involves sitting most of the time. Jobs are sedentary if walking and standing are required only occasionally and all other sedentary criteria are met.

Equipment, Machinery and Tools:

Standard office equipment to include, but not limited to, personal computer, copier, and telephone.

Software and Computer Skills:

Typical Office tools utilized during daily management activities (e.g., email, messaging, word processing, spreadsheets, presentation software, collaboration tools, etc.)

ServiceNow

Microsoft Windows, O365 products, MDEC, Teams, Zoom, VOIP system, ServiceNow, Connect, Jury+

Selection Process:

Your application package will be used to determine your eligibility, qualifications, and ranking for this position. If you are determined to be ineligible or not qualified, your application will receive no further consideration. It is essential that you provide complete and accurate information on your application. Please report all related education, experience, dates, and hours of work. If you have held more than one (1) position at the same employer, you must list each position that you held, the length of time that you held each position, and the corresponding duties. Description of duties that state, "see resume" will negatively impact consideration for this position. Applicants will not be contacted for additional information. Only applicants considered for this position will be contacted.

Complete applications must be submitted by the closing date. Information submitted after this date will not be added. Incomplete applications will not be accepted. Resumes will not be accepted in lieu of a completed application.

For further information please contact Talent Acquisition at aocta@mdcourts.gov.

The Maryland Judiciary is an equal-opportunity employer committed to fostering a workplace culture of diversity, equity, inclusion, and belonging. We do not discriminate on the basis of race, color, religion, age, sex, pregnancy, marital status, national origin, military or veteran status, physical or mental disability, familial status, genetic information, gender identity or expression, sexual orientation, or any other characteristic protected by State or federal law. Applicants who need an ADA Accommodation during the application and/or interview process should send their request via email to ADA@mdcourts.gov or call 410-260-1732. The Maryland Judiciary is a drug-free workplace. Applicants must be United States citizens or eligible to work in the United States. 

Please find the Maryland Judiciary's equal employment opportunity policy here: Policy Prohibiting Discrimination, Harassment, and Retaliation.