Clarification from the agency

This vacancy announcement is open to applicants who currently live in the Washington, D.C. or San Antonio, TX commuting area, and to current employees of the federal judiciary nationwide (AO and U.S. Courts). The actual salary will be based on the geographic location of the individual selected for this position.

The Administrative Office of the U.S. Courts (AO), Enterprise Operation Center (EOC), Customer Support Division (CSD), Tier 1 Support Branch is seeking a Lead IT Specialist (PACER) to join its team.

The Customer Support Division ensures enterprise-wide situational awareness of the Judiciary's IT infrastructure, mission-critical applications, and customer support functions. The Tier 1 Support Service Customer Support personnel work under the operational guidance of the Tier 1 Support Branch IT Supervisor and general guidance of the EOC Branch Chief.

The Lead IT Specialist (PACER) assists the Section Chief in providing Tier 1 operational and technical support to resolve functional and technical issues and fulfill user PACER requests. The incumbent serves as team lead and is responsible for working with various AO partners and court staff.

The duties of this position include, but are not limited to:

• Overseeing immediate and ongoing assistance to PACER users by responding to user queries and solving technical issues.
• Creating a work environment that promotes high quality customer support services.
• Overseeing teamwork assignments and, when required, working directly with customers.
• Operating EOC support systems, including IT service management, communications, web, and service monitoring tools.
• Maintaining a working knowledge of PACER.
• Preparing, presenting, and communicating information clearly and concisely to supervisors or senior management.
• Preparing and analyzing IT service management performance reports.
• Providing accurate and insightful interpretations of report data to ensure the delivery of high-quality support service.
• Analyzing and reporting information and trends to the supervisor or senior level management.
• Acting on behalf of the supervisor when required.

Conditions of employment

CONDITIONS OF EMPLOYMENT

1. All information is subject to verification. Applicants are advised that false answers or omissions of information on application materials or inability to meet the following conditions may be grounds for non-selection, withdrawal of an offer of employment, or dismissal after being employed.
2. Selection for this position is contingent upon completion of OF-306, Declaration of Federal Employment during the pre-employment process and proof of U.S. citizenship for competitive status positions or conversion to a competitive status position with the AO. If non-citizens are considered for hire into a temporary or any other position with non-competitive status or when it is confirmed by the AO Human Resources Office there are no qualified U.S. citizens for a competitive status position (unless prohibited by a law or statue), non-citizens must provide proof of authorization to work in the U.S. and proof of entitlement to receive compensation. Additional information on the employment of non-citizens can be found at USAJOBS Help Center | Employment of non-citizens/. For a list of documents that may be used to provide proof of citizenship or authorization to work in the United States, please refer to Form I-9, Employment Eligibility Verification.
3. All new AO employees will be required to complete an FBI fingerprint-based national criminal database and records check and pass a public trust suitability check.
4. New employees to the AO will be required to successfully pass the E-Verify employment verification check. To learn more about E-Verify, including your rights/responsibilities, visit https://www.e-verify.gov/.
5. All new AO employees are required to identify a financial institution for direct deposit of pay before appointment.
6. You will be required to serve a trial period if selected for a first-time appointment to the Federal government, transferring from another Federal agency, or serving as a first-time supervisor. Failure to successfully complete the trial period may result in termination of employment.
7. If appointed to a temporary position, management may have the discretion of converting the position to permanent depending upon funding and staffing allocation.

Qualifications

Applicants must have demonstrated experience as listed below. This requirement is according to the AO Classification, Compensation, and Recruitment Systems which include interpretive guidance and reference to the OPM Operating Manual for Qualification Standards for General Schedule Positions.

Required Competencies (knowledge, skills, and abilities):

• Highly developed problem-solving and interpersonal skills.
• Managing multiple tasks or priorities and working effectively under pressure.
• Troubleshooting issues and errors.
• The ability to meet deadlines and work in a fast-paced environment.

• Supporting Red Hat Enterprise Linux (RHEL) 7 or higher applications.
• IT service desk operations.
• Using enterprise IT service management tools (i.e., ServiceNow, etc.).
• Judiciary operations, processes, and procedures.

• Helpdesk Institute (HDI) certification
• ITILv3 or 4 certification or training
• Experience with court operations, processes, and procedures
• Functional knowledge of PACER and the PACER Case Locator

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 supporting documentation and compare this information to your responses on the occupational questionnaire to determine if you meet the minimum qualifications for this job. If you meet the minimum qualifications for this job, we will evaluate your application package, to assess the quality, depth, and complexity of your accomplishments, experience, and education as they relate to the requirements listed in this vacancy announcement.

You should be aware that your ratings are subject to evaluation and verification. If a determination is made that you have rated yourself higher than is supported by your resume and/or narrative responses, you will be assigned a rating commensurate to your described experience. Failure to submit the mandatory narrative responses will result in not receiving full consideration and/or rating credit. Deliberate attempts to falsify information may be grounds for not selecting you, withdrawing an offer of employment, or dismissal after being employed.