Position
Customer Service Technician
Closing Date
July 7, 2024
Location/Type
Hybrid- 189 Harry S. Truman Parkway Annapolis, MD 21401
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)
Essential 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.
Education:
High School Diploma or GED.
Experience:
Three (3) years of formal information technology, desktop support, 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.
Skill in effective verbal and written communication.
Ability to follow established JIS policies and procedures.
Ability to interact with management and the Judiciary userbase at a variety of levels with integrity and professionalism.
Ability to handle confidential information with tact and poise.
Ability to be punctual, organized, and self-motivated.
Ability to adapt quickly and easily to changing organizational needs.
Ability to learn and think critically.
Ability to ensure proper recording, documentation, routing, and closure of incidents.
Ability to learn and understand support needs for Judiciary's application portfolio, to include both COTS and in-house applications.
Ability to 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.
The Maryland Judiciary is a drug-free workplace and an equal opportunity employer, committed to diversity in the workplace. We do not discriminate on the basis of race, color, religion, age, sex, marital status, national origin, 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. Applicants must be United States citizens or eligible to work in the United States.