The Information Technology Specialist (CM/ECF Tier 1 Service Desk Analyst) position is in the Administrative Office of the US Courts, Department of Technology Service, Enterprise Operations Center (EOC), Customer Support Division (CSD), Tier 1 Support Branch. The EOC is a customer-focused, central point of contact for internal and external users of the Judiciary's nationally deployed information technology (IT) services and operates and monitors the Judiciary's national IT infrastructure.
Applicants must have demonstrated experience as listed below. This requirement is according to the AO Classification, Compensation, and Recruitment Systems which include interpretive guidance and reference to the OPM Operating Manual for Qualification Standards for General Schedule Positions. Specialized Experience: Applicants must have at least one full year (52 weeks) of specialized experience which is in or directly related to the line of work of this position. Specialized experience is demonstrated experience in ALL of the following: Supporting Red Hat Enterprise Linux (RHEL) 7 or higher applications. IT service desk operations. Using enterprise IT service management tools (i.e., ServiceNow, etc.). Desired, but not required: Applicants who have experience with federal court operations, processes, and procedures are highly desirable. Helpdesk Institute (HDI) certification Foundation-level IT service management certification Linux Foundation Certified IT Associate (LFCA) certification
The Administrative Office of the U.S. Courts, Enterprise Operation Center, Customer Support Division, Tier 1 Support Branch is seeking an Information Technology Specialist (Case Management/Electronic Case Files (CM/ECF) Tier 1 Service Desk Analyst) to join its team. The Customer Support Division ensures enterprise-wide situational awareness of the Judiciary's IT infrastructure, mission-critical applications, and customer support functions. The Tier 1 Support Service Customer Support is directly responsible for providing Tier 1 service desk and system deployment services for the appellate, district, and bankruptcy case management electronic case filing system; troubleshooting and resolving highly technical end-user issues; understanding appellate, district, and bankruptcy court operations, processes, procedures and personnel. The Information Technology Specialist (CM/ECF Tier 1 Service Desk Analyst) works in the Customer Support Division's National Service Desk (NSD) under the operational guidance of the NSD CM/ECF Work Team Lead and general supervision of a Branch Chief. The duties of this position include, but are not limited to: Serving as the first point of contact for users seeking technical support. Triaging, diagnosing, and troubleshooting technical issues. Determining the best solution based on the details provided by the user. Operating support systems, including IT service management, communications, web and service monitoring tools. Escalating unresolved issues to the next tier of support. Ensuring proper recording, documentation, and closure of each issue. Following up with users, providing feedback, and seeing issues through to resolution. Preserving and growing the knowledge base for supported applications. Reviewing and providing input to application documentation. Adhering to standard operating procedures. Maintaining a working knowledge of nationally supported and emerging IT products and services.