CIJS Support Technician
Performs professional level work by assisting, directing, and maintaining the primary functions of the Hidalgo County Case Management System. Employee is responsible for providing communication and software support for integrated county-wide system users. Delivers customer service to users of the County’s Case Management System by providing a single point of contact for problem solutions and questions regarding the most effective use of their computing tools. While providing ongoing support, employee must manage day-to-day duties in a highly interrupt-drive environment.
An employee assigned to this classification reports to the CIJS Manager with detailed instructions given in cases involving new or unusually difficult problems. Assignments may be made through the operation of established unit procedures. Performance is evaluated through observation, results obtained, appropriate employee performance appraisals, and oral/written reports.
Examples of Work Performed:
Assisting countywide case management system users
Ongoing support of the system that includes but not limited to: implementation of new releases and system maintenance
Setup and maintain all case management tables, codes and fees for county-wide departments under direct supervision
Diagnosing problems, program failures or errors of operations
Define business processes within the Case Management system to include writing and supporting required business documentation specific to offices
Making effective decisions regarding service calls or escalating problems.
Employee must be on call and be able to work on a seven (7) day and twenty-four (24) hour shift in a backup capacity.
Consulting on computing needs for the County’s Information System and personal computers.
Assign appropriate priorities based upon business needs.
Attend formal training classes regarding software and technologies.
Assist in designing and formatting various reports and other projects.
Required to travel to various county departments in personal vehicle.
Ability to work irregular hours.
Ability to work well with others.
Performs such other duties as may be assigned.
Regular attendance is a must.
Education and Experience:
High School Diploma or GED
Graduation with an Associate or Bachelor degree from an accredited college or university in Computer Science or Information Systems preferred.
Must have at least three (3) years of experience in software corroboration.
Knowledge in industry standard hardware and software preferred
Certificates, Licenses and Registration:
Possess or obtain within six months of hire:
- Criminal Justice Information Systems (CJIS) Security Awareness Certification
Must possess proof of current valid Texas Motor Vehicle Operator’s License and current liability insurance.
Must be able to be insured by County’s Insurance carrier
Knowledge, Skills and Abilities:
Knowledge of English grammar, punctuation, and spelling.
Knowledge of general office practices and procedures.
Efficient in Microsoft Office (i.e. Word, Excel, etc)
Knowledge of most current software program(s) utilized by the Hidalgo County Information Technology department
Must be trainable in all essential case management system functions
Skilled in using computers for data entry.
Skilled in using computers for word processing and accounting purposes.
Skilled in customer service and effective telephone techniques.
Skilled in typing accurately from original written reports and plain copies at a reasonable speed.
Ability to operate various types of office equipment and/or ability to learn.
Ability to work effectively with co-workers, supervisors, other agency personnel, and the public.
Ability to multi-task, plan, and organize work efficiently and meet indicated deadlines.
Ability to readily learn varied technical job tasks and adhere to prescribed rules, regulations, policies, and procedures associated with those tasks.
Ability to communicate effectively, particularly in writing.
Other Skills and Abilities:
Technical knowledge of and experience with the desktop environment
Technical knowledge of and experience in database management.
High motivation, and strong drive and ability to find creative solutions for overcoming organizational barriers.
Demonstrated ability to organize work in an efficient manner to excel in an interrupt-devein environment.
Experience in providing customer service in a help line environment or support center.
Superior telephone etiquette and an ability to deal effectively with people.
Demonstrated ability to excel in a team environment.
Individual must be reliable and dependable.
Strong problem solving skills and decision-making ability.
Requires the ability to read a variety of reports, correspondence, technical manuals, forms, logs, charts, etc.
Requires the ability to prepare a variety of reports, forms, etc. using prescribed formats and conforming to all rules of punctuation, grammar, diction, and style.
Requires the ability to speak to people with poise, voice control and confidence.
Requires the ability to apply principle of logical or scientific thinking to define problems, collect data, establish facts and draw valid conclusion; to interpret an extensive variety of technical instructions in mathematical or diagrammatically form; and to deal with several abstract and concrete variable.
Requires the ability to deal with people beyond giving and receiving instructions.
Must be adaptable to performing under minimal levels of stress when confronted with persons acting under stress.
Employee may be assigned other duties in addition to those listed; duties may change according to the changing needs of the County.