Systems Support Specialist

The Systems Support Specialist is a member of the shared services information technology team that performs end user support. The incumbent provides support services in installing and configuring computer hardware and software programs and performs troubleshooting for hardware and software systems. The position reports to the Help Desk Supervisor., The Systems Support Specialist will provide day-to-day support and training to staff in hardware and software programs, Workspace One, PC’s, mobile devices, printers, scanners, VOIP telephones and SharePoint. The incumbent will be responsible for help desk calls and e-mails, logging computer problems, and assisting with network access. Duties include, but are not limited to, the following: assist with creating user accounts; provide end-user training; install or assist in installation of upgrades or new or revised off-the-shelf/desktop releases; set up, configure, install, and document hardware and software; provide support for mobile computing devices and remote access; perform inventory control duties; provide cabling support; prepare and maintain documentation and standard operating procedures and checklists for end users and other IT staff; install programs for local needs and train personnel in their use. Assist with managing and troubleshooting courtroom technology. Responsibilities also include occasional travel and on-call.

Applicant must be a U.S. Citizen or eligible to work in the United States. For placement at CL-27, applicants must have a minimum of two years specialized experience including at least one year equivalent to work at CL25. Specialized experience is progressively responsible experience that is in, or closely related to, the work of the position, that has provided the particular knowledge, skills, and abilities to successfully perform the duties of the position. Experience should demonstrate excellent customer service and communication skills. Candidates must also be familiar with the latest available electronic technology and hardware and software programs, have a working knowledge of telephone and wireless systems, have knowledge of computer processes and capabilities, including a general understanding of case management systems, and be able to perform software and hardware maintenance and troubleshooting. Required qualifications include knowledge of maintenance and upgrades, and knowledge of PC’s, Windows 10 programs installation. Preferred qualifications include experience with Microsoft Operating Systems and applications. Experience managing and configuring Apple devices including iPhones, iPads, and MacBooks. Experience managing thin clients. Applicants must have a high school diploma or equivalent, and preferably an associate degree in an information technology field. Knowledge or Certification in the following is a plus: Microsoft Certified Professional; Microsoft Certified System Administrator; Microsoft Certified Systems Engineer, SharePoint, and Microsoft Office Applications.

PERSONAL CHARACTERISTICS

Candidates must possess excellent communication and interpersonal skills, maturity, and judgment. Strong troubleshooting ability and attention to detail is critical. Being a team player and being flexible in a changing environment are essential characteristics. Applicant must be able to communicate effectively with all levels of end users.

The United States Courts offer benefits to full-time employees which include:

• Participation in the federal health, dental and vision programs of the employee’s choice
• Participation in the Federal Employees Retirement System (FERS), including the Thrift Savings Plan - similar to a 401(k)
• Participation in a group life insurance program
• Participation in a group long-term disability insurance program.
• Participation in a long-term care insurance program
• Participation in a flexible spending account for medical and/or dependent care expenses on a pre-tax basis
• Credit for prior government service
• Paid annual and sick leave and applicable paid holidays