Information Technology Support Specialist

Information Technology Support Specialist

Department: Judicial Branch

Location(s): Washington, District of Columbia

Salary Range: $55940 - $131826 Per Year

Job Summary: The Information Technology Support Specialist provides technical support to judges, chambers staff, and court staff in the areas of installing, configuring, troubleshooting, and repairing IT hardware and software applications, O365 administration, server and network support, and telecommunication systems support for VoIP and cellular phones.The incumbent is also responsible for training judges and court personnel in the use of automated systems and provides support for courtroom technology.

Major Duties:

• End User Support and Service Delivery: Monitor and support day-to-day operations of IT equipment, cloud services, and hybrid infrastructure systems. Provide technical advice and expert assistance in solving complex computer system problems across on-premises and cloud environments. Troubleshoot and resolve technical hardware, software, and connectivity issues including Microsoft 365 applications, virtual desktop infrastructure, and remote access solutions. Install, configure, and maintain hardware, cloud-based national judiciary systems, commercial software applications, and locally developed solutions. Provide comprehensive user support and training to judicial officers and court staff on IT systems, including video conferencing platforms for remote proceedings. Manage help desk operations through modern ticketing systems, responding to service requests via multiple channels. Support mobile computing devices through enterprise mobility management platforms, implement multi-factor authentication, and maintain secure remote access solutions. Maintain telecommunications infrastructure including VoIP systems, unified communications, and cellular devices. Design, implement, and troubleshoot wireless networks and cabling infrastructure throughout court facilities. Provide emergency after-hours and off-site end-user technical support and assistance as needed. Technology Planning and Administration: Advise and recommend to the IT Support Manager technology strategies, emerging requirements, and capabilities including anticipation of future needs and proactive problem resolution. Contribute to development and implementation of short- and long-range technology improvement plans aligned with court strategic objectives. Coordinate deployment of application updates, security patches, and system upgrades across the enterprise. Develop and recommend policies, standards, and procedures for technology adoption, implementation, and lifecycle management. Create and maintain comprehensive technical documentation, standard operating procedures, knowledge base articles, and training materials for end users and technical staff. Serve as subject matter expert for courtroom technology including digital audio/video recording systems, evidence presentation equipment, and remote testimony platforms. Participate in technology governance committees and contribute to decision-making processes affecting court-wide systems. Technology Asset Lifecycle Management: Receive, configure, and distribute new hardware in accordance with the court's cyclical preplacement policy. Collaborate with the IT Support Manager to assess and identify hardware, software, and cloud service requirements based on business needs and technology trends. Manage IT procurement processes including vendor research, cost analysis, and purchase recommendations. Maintain accurate inventory of all IT assets using automated asset management systems, ensuring compliance with judiciary property management regulations. Track and report all inventory transactions including additions, transfers, modifications, and disposals to appropriate custodial officers. Coordinate receipt, configuration, imaging, and deployment of new equipment according to established refresh cycles and standards. Oversee secure data destruction and responsible disposal of retired technology assets. Infrastructure and Systems Support: Assist network administration team with design, installation, configuration, and maintenance of network infrastructure including switches, routers, firewalls, and wireless access points. Manage user accounts and permissions in Microsoft Active Directory, Azure Active Directory, and hybrid identity environments following zero-trust security principles. Configure and maintain network security controls including VLANs, access control lists, and network segmentation policies. Monitor network performance using management tools to identify and resolve bottlenecks, optimize bandwidth utilization, and ensure service availability. Implement and test disaster recovery procedures, backup systems, and business continuity solutions. Serve as backup network administrator during absences, maintaining full operational capability. Document network configurations, maintain accurate topology diagrams, and update emergency response procedures. Cybersecurity and Risk Management: Support Court Information Security Services in implementing comprehensive cybersecurity controls and maintaining defense-in-depth strategies. Monitor systems for security threats, vulnerabilities, and anomalous activities using security information and event management (SIEM) tools. Assist in conducting regular security awareness training, phishing simulations, and tabletop exercises for court personnel. Manage privileged access controls, service accounts, and administrative permissions following principle of least privilege.

Qualifications: SPECIALIZED EXPERIENCE: Entry Level CL 25 ($55,940 - $90,898): Candidates must possess a high school diploma (or equivalency) and a minimum of one (1) year of specialized experience providing progressively responsible technical support in the information technology field equivalent to the CL-24 (GS 8) OR a bachelor's degree in computer science, information systems, or a related field from an accredited college or university and superior academic achievement as listed below. CL 26 ($61,603 - $100,097): Candidates must possess a minimum of two (2) years of specialized experience providing progressively responsible technical support in the information technology field. One year of specialized experience may be substituted by a bachelor's degree in computer science, information systems, or a related field from an accredited college or university and superior academic achievement as listed below. At least one year of specialized experience must have been at or equivalent to the CL-25 (GS 9). Experienced Level CL 27 ($67,660 - $110,012): Candidates must possess a minimum of three (3) years of specialized experience providing progressively responsible technical support in the information technology field. One year of specialized experience may be substituted by a bachelor's degree in computer science, information systems, or a related field from an accredited college or university and superior academic achievement as listed below. At least one year of specialized experience must have been at or equivalent to the CL-26 (GS 10). CL 28 ($81,117 - $131,826): Candidates must possess a minimum of four (4) years of specialized experience providing progressively responsible technical support in the information technology field. One year of specialized experience may be substituted by a bachelor's degree in computer science, information systems, or a related field from an accredited college or university and superior academic achievement as listed below. At least two years of specialized experience must have been at or equivalent to the CL-27 (GS 11). Superior Academic Achievement An overall "B" grade point average equaling 2.90 or better of a possible 4.0; AND/OR Standing in the upper third of the class; AND/OR GPA 3.5 average or better in the major field of study, such as Computer Science or a related field that would prepare a candidate well to perform in this position; AND/OR Election to membership in Phi Beta Kappa, Sigma XI, or one of the National Honorary Scholastic Societies meeting the minimum requirements of the Association of College Honor Societies, other than Freshman Honor Societies. Completion of one academic year (18 semester or 27 quarter hours) of graduate study at an accredited college or university. A degree program in in computer science, information systems, or a related field is preferred. Required Competencies Strong customer service skills Excellent written and verbal communication skills Ability to function as a team player in a fast-paced, team-oriented office environment Possess a demeanor and appearance appropriate for a professional office environment Proficiency with Windows desktops in a networked environment Proficiency with Microsoft 365 applications (including Word, Outlook, Excel and Teams) Ability to install, configure, update, and troubleshoot computer hardware and peripherals (including cell phones and tablets) Knowledge of IT security best practices and the ability to understand and follow IT security policies and procedures Ability to up lift 50+ pounds of IT equipment Preferred Qualifications Experience with Microsoft Entra ID Experience with Microsoft Intune Experience installing and configuring A/V systems (including troubleshooting) Experience using Microsoft SharePoint Experience with VoIP phone systems Experience with configuring devices for remote access over a VPN IT certifications Experience using servers and desktops in a virtualized environment

How to Apply: To be considered, application packages must be complete and submitted using the provided online application system which is accessible by following the link below. Complete packages must include: Cover letter of no more than two pages, wherein the applicant describes the knowledge, skills, abilities, and or experience that would make her/him well qualified to fill this position Résumé outlining educational background, employment history, and other relevant information. Academic transcripts for education substitutions ONLY. Completion of the online AO-78, Federal Judicial Branch Application for Employment. Completion of the online testing modules. Once you have the cover letter, résumé, and academic transcripts (if required) (items 1, 2, and 3 above) readily accessible in PDF format, follow the link below to submit your files and complete the online AO-78 and online tests (items 4 and 5 above): https://www.ondemandassessment.com/link/index/JB-O1B81F735?u=1142493 Applicants who require an exception to the online application may contact Human Resources to request an alternate method using the following email: hr@cafc.uscourts.gov. Applications submitted to this email address will not be reviewed or considered.

Application Deadline: 2026-12-15