Job Description

The Judicial Information Center (JIC) provides IT products and services to the Delaware Judicial Branch, including 24x7 Service Desk support, network monitoring, and end-user assistance for over 1,200 customers across 25 court locations. JIC is seeking a full-time Intake Technician to serve as the first point of contact for technical assistance, responsible for receiving, documenting, and triaging service requests, ensuring accurate categorization and timely routing to technical staff. The role emphasizes strong communication, attention to detail, and customer service, with basic troubleshooting knowledge helpful but not required. This Monday-Friday position may include occasional travel and participation in an after-hours on-call rotation, and it offers a career ladder for advancement within the Service Desk team.

Preferred Qualification

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Applicants who do not possess the preferred qualification will still be eligible to compete for this position if job requirements are met.

1-2 years of experience in an IT Service Desk or Help Desk environment. Experience with and using ticket management systems. Familiarity with Microsoft 365 applications, Windows 10/11, and basic IT support concepts. IT certification (CompTIA A+, ITIL Foundations, or equivalent) preferred.

Essential Functions

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Receive, document, and categorize all incoming service requests and incidents via phone, email, or ticket system. Verify requester information and gather sufficient details to ensure accurate issue classification and routing. Perform initial triage and limited troubleshooting for common issues involving user accounts, computers, printers, and mobile devices. Escalate tickets to the appropriate Service Desk or Network team when required. Monitor ticket progress and follow up to ensure customer updates and resolutions are communicated. Provide courteous, professional communication and maintain high customer satisfaction. Support Service Desk reporting and documentation, ensuring all interactions and resolutions are accurately recorded. Assist with IT asset intake tracking, equipment provisioning coordination, and other administrative Service Desk functions as needed.

Job Requirements

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Applicants must have education, training and or experience demonstrating competence in each of the following areas:



Experience receiving, documenting, and prioritizing IT-related service requests and incidents.

Experience performing first-level troubleshooting for hardware, software, and account access issues.

Experience using ticket management systems to document and track issue resolution.

Strong communication skills and the ability to interact effectively with both end-users and technical staff to ensure clear, accurate information flow.

Conditions of Hire

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A satisfactory criminal background check is required as a condition of hire. Direct deposit of paychecks is required as a condition of hire.

Benefits

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Full time employees are eligible for FREE parking!!! To learn more about the comprehensive benefit package please visit our website at https://dhr.delaware.gov/benefits

Selection Process

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The application and supplemental questionnaire are evaluated based upon a rating of your education, training and experience as they relate to the job requirements of the position. It is essential that you provide complete and accurate information on your application and the supplemental questionnaire to include dates of employment, job title and job duties. For education and training, list name of educational provider, training course titles and summary of course content. Narrative information supplied in response to the questions must be supported by the information supplied on the application including your employment, education and training history as it relates to the job requirements.

Once you have submitted your application on-line, all future correspondence related to your application will be sent via email. Please keep your contact information current. You may also view all correspondence sent to you by the State of Delaware in the "My Applications" tab at StateJobs.Delaware.gov.

Accommodations

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Accommodations are available for applicants with disabilities in all phases of the application and employment process. TDD users may request an auxiliary aid or service by calling (800) 232-5470 or by visiting delawarerelay.com. You may also call (302) 739-5458 or email DHR_ADAConcerns@delaware.gov for additional applicant services support.

The State of Delaware is an Equal Opportunity employer and values a diverse workforce. We strongly encourage and seek out a workforce representative of Delaware including race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression.