• Help

    Duties

    Summary

    These positions are located in the Department of Technology Services (DTS), Enterprise Operations Center (EOC), National Support Division (NSD). The incumbents will be assigned to the Tier 1 Support Branch as Support Desk Analysts.

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    Responsibilities

    A Tier 1 Support Desk Analyst provides help desk and system deployment services for Appellate, District and Bankruptcy Current and NextGen Case Management, Electronic Case Filing (CM/ECF) systems. An analyst is required to have troubleshooting, analytical and decision making skills in order to provide support and resolution to end-user issues or questions. The incumbents should possess a background in Appellate, District and Bankruptcy Court operations, processes and procedures. Application development and/or court experience in these applications is highly desirable. The incumbents will provide operational and technical support to resolve application, functional and technical issues associated with CM/ECF.

    Duties of the position include, but are not limited :

    1. Serving as the first point of contact for users seeking technical assistance via phone or electronic service request.
    2. Performing remote troubleshooting through diagnostic techniques and pertinent questions.
    3. Determining the best solution based on the issue and details provided by user.
    4. Escalating unresolved queries to the next level of support.
    5. Ensuring proper recording, documentation and closure for each issue.
    6. Walking users through standard problem solving processes.
    7. Following up with users, providing feedback and seeing problems through to resolution.
    8. Preserving and growing the knowledge base for supported applications.
    9. Monitoring and tracking all incoming support desk requests in an IT Service Management tool (HEAT).
    10. Reviewing and providing recommendations regarding application instructional or procedural documentation.

    Travel Required

    Not required

    Supervisory status

    No

    Promotion Potential

    00

This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/521267500. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.