IT Support Specialist

U.S.-Courts,-Southern-District-of-Texas; McAllen (TX); On-site; USD 49,000 - 62,000; Full time

Job summary

The U.S. District Court for the Southern District of Texas in McAllen seeks an IT support professional to provide Tier 1 and Tier 2 help desk services for hardware, software, Outlook, printers, VOIP, and courtroom technology.

The position requires strong problem solving, customer service, and the ability to work in a fast-paced federal environment. Four years of IT experience with PC and networking, plus proficiency in Windows and Office 365, are required.

Qualifications

• Four years of work experience, two of which should be specialized experience with PC and networking software.
• Able to work as a team member and handle a large quantity of work requiring meticulous attention to detail.
• Able to work outside of scheduled hours and resolve technical issues quickly.

Responsibilities

• Respond to Help Desk calls, emails, and tickets to assist with routine to complex problems.
• Provide PC hardware/software baseline support in Windows environments, in physical and virtual desktops.
• Provide basic network support and troubleshooting for Fiber to the Desk.
• Support Courtroom Technology including audio/visual, video conferencing, and digital recording.
• Support for Microsoft O365, Outlook, Teams, Zoom, CourtSmart, DUO, and other applications.
• Train end users and assist with troubleshooting of locally developed applications.

Skills

PC troubleshooting

Networking

Teamwork

Multitasking

Customer support

Windows OS

VOIP

Video conferencing

Mobile devices

Education

Associate degree

Bachelor's degree

Tools

Windows Server

VOIP systems

Microsoft Office 365

Outlook

Job description

The U. S. District Court for the Southern District of Texas is one of the largest district courts among the country's 94 federal judicial districts. The district courts, combined with the appellate courts and the Supreme Court, make up the judicial branch of the federal government. The Southern District of Texas consists of the following seven divisional offices: Brownsville, Corpus Christi, Galveston, Houston, Laredo, McAllen and Victoria.

We are seeking technically qualified and customer focused applicants to join our IT support team in our McAllen courthouse.

The starting salary range for this position is $49,361- $61,722 (CL-25), with promotional potential to CL 27 ($59,732 - $97,098). Compensation and benefit information can be found at uscourts.gov. This position provides specialized technical support and routine technical support services. At this level, the incumbent provides both Tier 1 and Tier 2 help desk support for computer hardware/software, Outlook email, printers/scanners/copiers, Cisco VOIP/Unity, a Fiber to the Desk network, Courtroom Technology, end user training, commercial and locally developed applications. The incumbent assists in defining and implementing automation training plans and serves as a central point of information and assistance for end users. This position performs routine to complex troubleshooting for hardware and software systems and may serve as a lead on a Tier 2 team.

Representative Tier 1 Duties:

• Respond to Help Desk calls, emails, instant messages, ticketing queue to assist with routine to complex problems reported by end users.
• Provide PC Support - Hardware/Software Baseline Support to include physical hardware/ software setup, configuration, and troubleshooting in a Microsoft Windows environment. Both in a physical and virtual desktop environment.
• Provide basic network support to include network connection, documentation, and troubleshooting of a Fiber to the Desk solution.
• Provide Courtroom Technology support to include assistance, training end users and the public as well as troubleshoot technology (analog/digital audio/video, video conference, annotation, and digital recording).
• Provide Support for commercial applications to include Microsoft O365, Outlook, Teams, Zoom, CourtSmart, Zscaler, DUO, FTR Gold, Microsoft Edge, and Google Chrome.
• Provide support for locally developed applications- learn and maintain skills to provide support for locally developed applications to include training, assistance, and troubleshooting problems.
• Provide support for VOIP system to include connection, training and troubleshooting.
• Provide support for mobile devices to include iPad/Tablet, iPhone/Android.
• Responsible for logging all incidents/requests in SysAid ticketing software.
• Responsible for following inventory procedures for accountable property.
• Incumbent will be required to answer court provided phone 24 hours a day in case of an emergency.

Representative Tier 2 Duties:

Incumbent will be required to provide specialized Tier 2 support for two of four following areas of expertise:

Server Team

• AD - Support for Moves/Adds/Changes of User accounts and Control Group access. Responsible for File Restores, File/Type storage reports and data cleanup.
• DEM (Dynamic Environment Manager) - Support for user profiles, Add/Remove application assignments, monitor and cleanup workstations. Participation in new application captures and distribution. Create application templates for import/export at VDI logon/logoff, including DirectFlex.
• Client/Device - Responsible for testing, verifying, and mitigation of both Windows updates and Endpoint Security. Responsible for the monitoring of security logs and push definition updates. Must create and manage client images, grant access and distribute mobile data/application access to devices.
• Servers - Will help to provide server administration, hardware, software support for Windows operating system environments and virtual environments. This will include such items as patch management, device security, and inventory management.
• Applications - May be called upon to configure, maintain, and update court related applications or software packages as required. Will work closely with the systems server team to analyze, test, and implement application changes.
• Other - Participate in district-wide server projects and trainings. Will also participate in the Admin of the month program that provides a point of contact who is responsible for delegating/overseeing that monthly server team support activities are completed, and goals are achieved.

Network and Security Team

• Network/Wireless - Configuring, maintaining, and troubleshooting all routers, switches, and wireless access points. Responsible for Moves/Adds/Changes while adhering to standards set by Tier 3.
• VOIP - Support for Moves/Adds/Changes and password resets for phones/voice mail while adhering to standards set by Tier 3.
• Fiber/Copper - Responsible for all network/voice infrastructure including fiber/copper installations, termination, testing, troubleshooting and documentation.
• Network Monitoring Software - Responsible for setup, maintenance, monitoring and reporting.
• Endpoint Protection - Responsible for monitoring/reporting issues related to virus, malware, and cybersecurity threats.

Courtroom Technology Team

• Courtroom Technology - Support audio/visual installations in all courtrooms, training rooms, jury rooms and multipurpose rooms (includes assisting with purchasing, installation, training and troubleshooting).
• Electronic Recording - Configure, install, and maintain all hardware and software used to capture the electronic record (ie. FTR, CourtSmart).
• CJECT - Opportunity to join a team that assists with Audio/Visual installations in courtrooms locally and across the country.

Mobile Team

• Outlook / Teams - Support for Outlook Administration to include all moves/adds/changes, maintain mail groups/lists, and troubleshoot complex issues related to email.
• Mobile Device - Support for all mobile devices (iPhones, iPads, Androids, Tablets) to include the purchase and deployment, while maintaining baselines for mobile devices through Apple Business Manager and Intelligent Hub (WorkSpace One) and troubleshooting of complex issues related to email.
• VPN - Configuration and support for VPN on all mobile devices.
• Kiosk - Support for Kiosks including installation, updates and troubleshooting of all kiosks and public access terminals.

Required Qualifications:

• Four years of work experience, two of which should be specialized experience with PC and networking software.
• Must be able to work as a team member and handle a large quantity of work requiring meticulous attention to detail.
• Able to work outside of scheduled hours and resolve technical issues quickly.

Preferred Qualifications:

• An Associates or Bachelor's degree in Automation/Computer Technology/Information Management preferred.
• Support experience with Windows file servers.
• Extensive experience supporting Windows desktops
• Experience with a variety of technologies such as VOIP, video conference, audio/video presentation systems is preferred.

Internal Applicants

- Please ensure that you inform your supervisor of your application to this position.

Applicants must be United States citizens or able to meet the citizenship requirements. Go to https://www.uscourts.gov/careers/search-judiciary-jobs/citizenship-requirements-employment-judiciary for more information on the citizenship requirement.

Participation in the interview process is at the applicant's own expense. Applicants may be asked to take a proficiency test. The Court will only communicate with those qualified applicants who are selected for an interview. If you are not notified, another applicant was selected. Employees of the United States Courts are not included in the government's Civil Service classification. They are, however, entitled to the same benefits as other federal government employees.

Employees who work for the Court are considered "at-will" and work at the pleasure of the Court. As a condition of employment, successful applicants will be subject to a background check, credit check, and/or records check with law enforcement agencies. Also, this position is subject to mandatory electronic funds transfer participation for payment of net pay.

The Court reserves the right to modify the conditions of this announcement, withdraw the announcement, or fill the position at any time before the closing date, any of which may occur without prior written notice.

EQUAL OPPORTUNITY EMPLOYER