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. 1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. 2. Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services. 3. Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately. 4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations. 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: Helpdesk Institute (HDI) certification Foundation-level IT service management certification Linux Foundation Certified IT Associate (LFCA) certification Applicants who have experience with judiciary court operations, processes, and procedures are highly desirable.
The Administrative Office of the U.S. Courts (AO), Enterprise Operation Center (EOC), Customer Support Division (CSD), Tier 1 Support Branch is seeking an Information Technology Specialist (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 personnel work under the operational guidance of the Tier 1 Support Branch IT Supervisor and general guidance of the EOC 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 issue and details provided by user. Operating EOC 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.