• Respond to help desk calls and emails, log computer problems, and assist with routine problems; problems that are not quickly resolved or require a subject matter expert may be escalated to the next level;
• Utilize and maintain service desk management application;
• Analyze, log, track and resolve software/hardware matters of significance pertaining to network connectivity issues, printer, servers, and applications to meet district needs;
• Manage and maintain printers, scanners, and other peripherals including firmware and driver updates;
• Provide initial new user training for Microsoft Office and other required applications as well as other end user IT training as necessary;
• Set up, configure, install, and document hardware and software;
• Provide support for mobile computing devices and remote access;
• Prepare and maintain the documentation and standard operating procedures and checklists for end users and other technicians;
• Receive and maintain inventory of IT related assets according to internal control policies;
• Assist with creating and closing user accounts;
• Provide backup assistance to the Courtroom Technology Administrator and other IT staff;
• Participate in local or national conferences and similar gatherings to continue professional development; and
• Perform other related duties, as assigned.

Conditions of employment

• Employees must be United States citizens or eligible to work in the United States.
• Employees will be hired provisionally pending the results of a background investigation.
• Employees are required to adhere to the Code of Conduct for Judicial Employees.
• Employees are required to use Electronic Fund Transfer (EFT) for payroll deposit.
• Positions with the United States District Court Clerk's Office are Excepted Service appointments.

Excepted service appointments are at will and can be terminated with or without cause by the Court.

Qualifications

• Must have two years of specialized experience related to the technical aspects of data processing, office automation, and data communications onsite and/or remote technical support of hardware/software/peripherals, basic IP phone and troubleshooting, mobile devices and their applications, terminology, methodology, and experience in end-user training. Proficiency in Windows and Microsoft Office products is required.

Additional requirements:
The successful candidate will be a customer service-oriented professional who is responsible, friendly,
organized and have the following:

• Ability to follow IT security standards and defined policies and procedures, and accept responsibility for work product.
• Ability to independently analyze, isolate and solve IT related problems.
• Ability to communicate technical information effectively (orally and in writing) to end users in a manner that they can understand.
• Ability to work on multiple tasks, be flexible and tactful when working under pressure in a team environment.
• Ability and willingness to travel occasionally to district offices and off-site training.

How you will be evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

We will review your resume and support documentation to ensure you meet the basic qualification requirements. If your complete application meets the basic qualifications, it will be forwarded to the hiring official for further consideration and scored on your level of experience and competencies needed to perform the duties of the position.

A cover letter, detailed resume, an Application for Federal Judicial Branch Employment (located under Related links on the Employment page of our website at www.vaed.uscourts.gov/jobs), and a list of professional references.

Next steps