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 an Information Technology Specialist (CM/ECF Tier 1 Service Desk Analyst) 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 duties of this position include, but are not limited to:

• Serving as the first point of contact for users seeking technical support.
• Triaging, diagnosing, and troubleshooting technical issues.
• Determining the best solution based on the issue and details provided by user.
• Operating EOC support systems, including IT service management, communications, web and service monitoring tools.
• Escalating unresolved issues to the next tier of support.
• Ensuring proper recording, documentation, and closure of each issue.
• Following up with users, providing feedback, and seeing issues through to resolution.
• Preserving and growing the knowledge base for supported applications.
• Reviewing and providing input to application documentation.
• Adhering to standard operating procedures.
• Maintaining a working knowledge of nationally supported and emerging IT products and services.

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.

1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
2. Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services.
3. Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately.
4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

Specialized Experience: Applicants must have at least one full year (52 weeks) of specialized experience which is in or directly related to the line of work of this position. Specialized experience is demonstrated experience in ALL of the following:

1. Supporting Red Hat Enterprise Linux (RHEL) 7 or higher applications.
2. IT service desk operations.
3. Using enterprise IT service management tools (i.e., ServiceNow, etc.).

• Helpdesk Institute (HDI) certification
• Foundation-level IT service management certification
• Linux Foundation Certified IT Associate (LFCA) certification

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.