Duties

Summary

The Information Technology Division is responsible for the planning, development and management of the information technology systems and subsystems that support DCSC case flow, office automation, special programs and management operations. The Division designs and administers system configuration and architecture including hardware and software, telecommunications, network operations, desktop systems, and system security.

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Responsibilities

BRIEF DESCRIPTION OF DUTIES: The incumbent of this position serves as an IT Customer Service Tier-2 Specialist in providing hardware and software customer support to Court users. The incumbent participates individually or as part of a team in performing work that involves the planning and delivery of information technology customer support services including installation, configuration, troubleshooting, customer assistance, and/or training. Must have experience using a trouble ticketing system and patch management systems. Develops customer support policies, procedures, and standards; provides customer training and gives advice and guidance on a wide range of complex IT issues.

Duties may include:

• Diagnosing and resolving more difficult problems in response to customer reported incidents.
• Handle escalated work from Tier 1 technicians.
• Researching, evaluating, and providing feedback on problematic trends and patterns in customer support requirements.
• Managing small IT projects as assigned.
• Developing and maintaining problem tracking and resolution databases.
• Installing, configuring, troubleshooting, and maintaining customer hardware and software.
• Developing customer service performance requirements.
• Developing and documenting customer support policies, procedures, and standards.
• Providing customer training.
• Ensuring the rigorous application of information security/information assurance policies, principles, and practices in the delivery of customer support services.
• Representing the IT Division's Customer Service branch in interactions with other organizations and private contractors.

This work requires some physical exertion such as recurring bending, crouching or crawling in restricted areas, stooping, stretching, reaching, or similar activities; or configuration of equipment requiring lifting of up to 50 pounds of moderately heavy items such as computer monitors, servers, etc.

Travel Required

Not required

Supervisory status
No

Promotion Potential
12 - Grade 11: $72,750-$94,581 / Grade 12: $87,198-$113,362

Requirements

Conditions of Employment

• Background and security investigation are required.
• A probationary period of one (1) year must be successfully completed.

To qualify for this position, you must submit the following:
1. Resume
2. Completed Vacancy Questionnaire
3. Documentation /Proof of Education (e.g. copy of HS diploma, GED certificate, college transcript or degree)
4. List of three (3) professional references

All required documentation must be received by the closing date of the announcement.

Qualifications

MINIMUM QUALIFICATIONS: High School diploma with at least seven (7) years of experience including three (3) years of experience in a customer support or a help desk technician role.

• Microsoft Certified Solution Associate (MCSA) in Windows 7 is desired.
• Knowledge of and experience with using Microsoft Deployment Toolkit (MDK) or other PC image creation and distribution system is required.
• Knowledge of Information Infrastructure Library (ITIL) is required; Certification in Information Infrastructure Library (ITIL) is preferred.
• Experience using BMC Footprints, Remedy,Bomgar or ticketing system and asset management is required.
• Experience with Shavlik Protect system or other PC patch management is required.
• Must be physically able to lift or move items up to of 50 pounds.

Education Substitution:

Associate's degree in information technology or related field plus five (5) years of experience in a customer support or a help desk technician role.

Bachelor's degree in systems engineering, computer science or related field plus three (3) years of experience in a customer support or a help desk technician role.

Please note that authorization for the release of your adult criminal record revealing any convictions and forfeitures, and any criminal cases currently pending before the courts are required. If you are selected for the position, a criminal history records check will be conducted.

The incumbent should be an enthusiastic and engaged professional who enjoys working with a diverse group of Court personnel and customers and lives the DC Courts' values of Accountability, Excellence, Fairness, Integrity, Respect, and Transparency.

Education

To qualify based on education, upload a copy of your college transcript or degree. The transcript must show the name of the college or university, your name, list of courses with credit hours, major(s), and grade-point average or class ranking.

Only education or degrees recognized by the U.S. Department of Education from accredited colleges, universities, schools, or institutions may be used to qualify for District of Columbia Courts employment. You can verify your education here: http://ope.ed.gov/accreditation/.

Foreign Education: If you are using foreign education to meet qualification requirements, you must upload a Certificate of Foreign Equivalency with your transcript at time of application to receive credit for that education. For further information, visit: https://www.ed.gov/about/offices/list/ous/international/usnei/us/edlite-visitus-forrecog.html.

Additional information

This job is being filled by an alternative hiring process and is not in the competitive Federal civil service.

Please note there is a mandatory one year probationary period for all non-judicial new employees.

All required information must be received by the vacancy announcement closing date.

The safety of DC Court employees, contractors and the public is a top priority. In compliance with the guidelines published by the Center for Disease Control and Prevention, the Courts has maximized its telework flexibilities. The ability and readiness for employees to telework impacts operational requirements and capabilities. This includes having a personal computer, tablet or mobile device which is not shared with secure internet connectivity.

How You Will Be Evaluated

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

Upon receipt of your complete application package, a review of your application will be made to ensure that you meet the minimum qualification requirements. Answers submitted in the questionnaire must be supported on your resume.

Your resume must reflect the relevant experience and that you meet the minimum qualifications or your application will not be considered.

To preview questions please click here .

Background checks and security clearance

Security clearance
Other

Drug test required
No

Required Documents

1. Resume
2. Completed Vacancy Questionnaire
3. Documentation /Proof of Education (e.g. copy of HS diploma, GED certificate, college transcript or diploma)
4. List of three (3) professional references

If you are relying on your education to meet qualification requirements:

Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education .

Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.