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Job Details for Desktop Support Technician I

Court Name/Organization Ninth Circuit Court of Appeals
Overview of the Position The Ninth Circuit Information Technology Department is headquartered in San Francisco, with technicians assigned throughout the Circuit. Our team is looking for a reliable, patient and pleasant person who will uphold the values of the judiciary, work effectively with all personality types, and provide high-quality end-user care.
Location Pasadena, CA
Opening and Closing Dates 12/19/2024 - Open Until Filled
Appointment Type Permanent
Classification Level/Grade CL 24 - CL 25
Salary $50,482 - $90,660
Link to Court Careers Information https://www.ca9.uscourts.gov/employment/
Link to Job Announcement

Position Description

The Desktop Support Technician is responsible for providing support to judges, staff and visitors.

  • End User Technical Support – Positively interacts with and supports users with their technical issues and requests via remote control support, telephone calls, and desk-side visits
  • Desktop Hardware Support – Unbox, image, configure, test, deploy and troubleshoot desktops/laptops running Windows and common peripherals including multi-function and desktop printers, monitors, and docking stations following all asset management processes and procedures
  • Mobile Device Support – Configure, test and deploy court issued phones, tablets, and laptops. Assist end users with questions and issues that occur on both court-issued and BYOD devices running various versions of iOS and Android OS.
  • Software Support – Deploy, install and troubleshoot software using enterprise desktop and mobile device management tools. Assist and train users on common productivity applications including the Microsoft Office 365 suite and Adobe Acrobat.
  • Infrastructure Support – Provide Tier 1 support of wired and wireless networking, remote access, VPN, multi-factor authentication, and security vulnerability management. Escalate issues as needed to senior infrastructure staff
  • Audio/Visual Support – Learn and support the audio/visual technology department as requested
  • Team Player – Act as a team player supporting colleagues across the Circuit, department management and court leadership to fulfill operational service levels, department initiatives and project deliverables
  • VIP Support – Build strong relationships with judges, court support staff, and visitors and promptly assist them with their questions, incidents and service requests
  • Travel is required several times a year to support judges and staff in remote locations

Qualifications

Required Minimum Technical Qualifications:

  • At least two years of desktop support experience for 100+ end users
  • Knowledge and experience providing support for Office 365 (Outlook, Word, Excel, and PowerPoint)
  • Experience preparing and maintaining support documents for end users and IT staff
  • Solid understanding of computer operations in a networked environment
  • Thorough knowledge of mobile devices - including laptops, smart phones, and tablets

Required Non-Technical Qualifications:

  • Communicate effectively (orally and in writing) to end users in a manner they can understand, with tact and courtesy
  • Maintain strict confidentiality and demonstrate sound ethics, good judgment, and foster a strong team environment
  • Demonstrated ability to consistently meet established deadlines and commitments
  • Work onsite five days a week with occasional evening and weekend coverage for special events or after-hours personnel unavailability
  • Interact in a positive and professional manner with users at all levels of the court. Highly motivated, personable, dependable, adaptable, and able to remain calm under pressure
  • Travel to various court locations throughout the year
  • Ability to lift 50 lbs.
  • Valid class C driver’s license

Preferred Qualifications:

  • Technical degree or certification (such as A+, N+, MCDST, MCSE, etc.)
  • Bachelor's degree in technology field
  • General knowledge of the court functions and procedures
  • Experience working in the legal field or with another federal or state court
  • Experience supporting common video conferencing technologies

Employee Benefits

Total Rewards and Work-Life Balance:

  • Salary*: Depending on qualifications and experience, $50,482 - $90,660
  • Time off: 13 vacation days; 13 sick leave days; 11 paid holidays
  • Benefits: Employer subsidized health and life insurance plans. Dental, vision, flexible spending account, long-term care plans available. Employer sponsored pension plan and supplemental retirement contribution plans with employer match.
  • Other Perks: Telework opportunities, eligibility for Public Service Loan Forgiveness Program, mass transit subsidy, reasonable work hours, team environment, creative people, and enhanced vacation accrual-based tenure

Miscellaneous

The Desktop Support Technician is responsible for providing support to judges, staff and visitors.

  • End User Technical Support – Positively interacts with and supports users with their technical issues and requests via remote control support, telephone calls, and desk-side visits
  • Desktop Hardware Support – Unbox, image, configure, test, deploy and troubleshoot desktops/laptops running Windows and common peripherals including multi-function and desktop printers, monitors, and docking stations following all asset management processes and procedures
  • Mobile Device Support – Configure, test and deploy court issued phones, tablets, and laptops. Assist end users with questions and issues that occur on both court-issued and BYOD devices running various versions of iOS and Android OS.
  • Software Support – Deploy, install and troubleshoot software using enterprise desktop and mobile device management tools. Assist and train users on common productivity applications including the Microsoft Office 365 suite and Adobe Acrobat.
  • Infrastructure Support – Provide Tier 1 support of wired and wireless networking, remote access, VPN, multi-factor authentication, and security vulnerability management. Escalate issues as needed to senior infrastructure staff
  • Audio/Visual Support – Learn and support the audio/visual technology department as requested
  • Team Player – Act as a team player supporting colleagues across the Circuit, department management and court leadership to fulfill operational service levels, department initiatives and project deliverables
  • VIP Support – Build strong relationships with judges, court support staff, and visitors and promptly assist them with their questions, incidents and service requests
  • Travel is required several times a year to support judges and staff in remote locations

Application Info

Please submit a single PDF application packet through the Career Portal that includes:

  1. Cover letter detailing your qualifications and experience performing the representative duties
  2. Current Resume

Only applicants submitting a completed application packet will be considered.

The federal Judiciary is an Equal Employment Opportunity employer.