Duties
The IT Technician (Customer Support) regularly interact with internal and external callers requesting information or to resolve telecommunications issues. Incumbents are expected to professionally dispatch internal and external calls to the appropriate Court Office, individual, or to provide the appropriate information. IT Technicians utilize Voice-Over Internet Protocols (VoIP) solutions, which run as part of the internal information technology architecture. The incumbent will assist IT helpdesk staff by providing basic technical assistance to Justices, Court staff, and Court guests in the areas of configuring, troubleshooting, and providing support for telecommunications systems such as VoIP and cellular phones. In addition, IT Technicians provide data and reports for contact information and telecommunications usage. The Court's technology environment includes telecommunications services via desktop VoIP and cellular services. Incumbent must maintain current knowledge of new applications, software updates, and hardware as technology in the telecommunications field advances. The Customer Support Group provides support in the configuration and training associated with all telecommunications devices. This includes working with vendors to configure and provide support for problems experienced by employees. Respond to emails, monitor IT trouble ticket system and take appropriate action; prolonged periods of time when incumbent must maintain close proximity to the phone console; monitors, tracks, reviews, and reports call volume usage. Performs other duties as assigned.
Requirements
Conditions of Employment
- Meet Experience Requirements (see Qualifications)
- Employment is subject to successful completion of a security background check.
- If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System, or are exempt from having to do so under the Selective Service Law. See: www.sss.gov
Qualifications
Strong customer service skills; proficiency with Microsoft Excel and Word; excellent written and verbal communications skills; ability to function as a reliable team player in a fast-paced, team-oriented office; and the ability to configure, update, and troubleshoot cellular devices and peripherals are required. Familiarity with VoIP phone systems; experience with configuring and managing web browsers (e.g., Edge, Chrome, Firefox); and experience using desktops in a virtualized environment are preferred. Basic knowledge of initiating and configuring devices for video conferencing on cellular devices and iPad platforms. Outstanding attention to detail, strong organization skills, tact and a courteous demeanor are also required.
Education
High school graduate required, college degree preferred but not required.
How to Apply
You must upload the cover letter and resume. These two documents are required and must be received by the closing date, 12/31/2024, in order to be considered. Please submit only these documents unless you have prior federal and/or military experience. In that case your most recent SF-50, Statement of Service, and/or DD-214 will also be required.
- To begin, click Apply Online to create a USAJobs account or log in to your existing account. Follow the prompts to select your USAJobs resume and/or other supporting documents and complete the occupational questionnaire.
- Click the Submit My Answers button to submit your application package.
- It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.
- To verify your application is complete, log into your USAJobs account, https://www.usajobs.gov, select the Application Status link and then select the More Information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process.
- To return to an incomplete application, log into your USAJobs account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USAJobs account or your application will be incomplete.
Next steps
Upon submission, you will receive an e-mail acknowledging receipt of your application. Please be advised that your application will not be considered complete unless all of the required documents have been received. All applicants will be notified once a selection has been made.