IT Support Specialist

U.S. District Court, Southern District of Texas • McAllen, TX

9d • Onsite

About The Position

The U. S. District Court for the Southern District of Texas is seeking technically qualified and customer focused applicants to join their IT support team in their McAllen courthouse. This position provides specialized technical support and routine technical support services, including Tier 1 and Tier 2 help desk support for computer hardware/software, Outlook email, printers/scanners/copiers, Cisco VOIP/Unity, a Fiber to the Desk network, Courtroom Technology, end user training, and commercial and locally developed applications. The incumbent assists in defining and implementing automation training plans and serves as a central point of information and assistance for end users. This position performs routine to complex troubleshooting for hardware and software systems and may serve as a lead on a Tier 2 team.

Requirements

• Four years of work experience, two of which should be specialized experience with PC and networking software.
• Must be able to work as a team member and handle a large quantity of work requiring meticulous attention to detail.
• Able to work outside of scheduled hours and resolve technical issues quickly.
• Applicants must be United States citizens or able to meet the citizenship requirements.

Nice To Haves

• An Associates or Bachelor's degree in Automation/Computer Technology/Information Management preferred.
• Support experience with Windows file servers.
• Extensive experience supporting Windows desktops.
• Experience with a variety of technologies such as VOIP, video conference, audio/video presentation systems is preferred.

Responsibilities

• Respond to Help Desk calls, emails, instant messages, ticketing queue to assist with routine to complex problems reported by end users.
• Provide PC Support – Hardware/Software Baseline Support to include physical hardware/ software setup, configuration, and troubleshooting in a Microsoft Windows environment. Both in a physical and virtual desktop environment.
• Provide basic network support to include network connection, documentation, and troubleshooting of a Fiber to the Desk solution.
• Provide Courtroom Technology support to include assistance, training end users and the public as well as troubleshoot technology (analog/digital audio/video, video conference, annotation, and digital recording).
• Provide Support for commercial applications to include Microsoft O365, Outlook, Teams, Zoom, CourtSmart, Zscaler, DUO, FTR Gold, Microsoft Edge, and Google Chrome.
• Provide support for locally developed applications- learn and maintain skills to provide support for locally developed applications to include training, assistance, and troubleshooting problems.
• Provide support for VOIP system to include connection, training and troubleshooting.
• Provide support for mobile devices to include iPad/Tablet, iPhone/Android.
• Responsible for logging all incidents/requests in SysAid ticketing software.
• Responsible for following inventory procedures for accountable property.
• Incumbent will be required to answer court provided phone 24 hours a day in case of an emergency.
• Provide specialized Tier 2 support for Server Team AD (Moves/Adds/Changes of User accounts and Control Group access, File Restores, File/Type storage reports and data cleanup).
• Provide specialized Tier 2 support for DEM (Dynamic Environment Manager) (user profiles, Add/Remove application assignments, monitor and cleanup workstations, new application captures and distribution, create application templates for import/export at VDI logon/logoff, including DirectFlex).
• Provide specialized Tier 2 support for Client/Device (testing, verifying, and mitigation of both Windows updates and Endpoint Security, monitoring of security logs and push definition updates, create and manage client images, grant access and distribute mobile data/application access to devices).
• Provide specialized Tier 2 support for Servers (server administration, hardware, software support for Windows operating system environments and virtual environments, patch management, device security, and inventory management).
• Provide specialized Tier 2 support for Applications (configure, maintain, and update court related applications or software packages as required, work closely with the systems server team to analyze, test, and implement application changes).
• Participate in district-wide server projects and trainings.
• Participate in the Admin of the month program that provides a point of contact who is responsible for delegating/overseeing that monthly server team support activities are completed, and goals are achieved.
• Configure, maintain, and troubleshoot all routers, switches, and wireless access points.
• Responsible for Moves/Adds/Changes while adhering to standards set by Tier 3.
• Support for Moves/Adds/Changes and password resets for phones/voice mail while adhering to standards set by Tier 3.
• Responsible for all network/voice infrastructure including fiber/copper installations, termination, testing, troubleshooting and documentation.
• Responsible for setup, maintenance, monitoring and reporting of Network Monitoring Software.
• Responsible for monitoring/reporting issues related to virus, malware, and cybersecurity threats.
• Support audio/visual installations in all courtrooms, training rooms, jury rooms and multipurpose rooms (includes assisting with purchasing, installation, training and troubleshooting).
• Configure, install, and maintain all hardware and software used to capture the electronic record (ie. FTR, CourtSmart).
• Assist with Audio/Visual installations in courtrooms locally and across the country.
• Support for Outlook Administration to include all moves/adds/changes, maintain mail groups/lists, and troubleshoot complex issues related to email.
• Support for all mobile devices (iPhones, iPads, Androids, Tablets) to include the purchase and deployment, while maintaining baselines for mobile devices through Apple Business Manager and Intelligent Hub (WorkSpace One) and troubleshooting of complex issues related to email.
• Configuration and support for VPN on all mobile devices.
• Support for Kiosks including installation, updates and troubleshooting of all kiosks and public access terminals.

Benefits

• Compensation and benefit information can be found at uscourts.gov.
• Employees of the United States Courts are not included in the government's Civil Service classification. They are, however, entitled to the same benefits as other federal government employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree