Help Desk Technician

POSITION TITLE: Help Desk Technician
POSITION TYPE: Full-Time Regular (FTR), Excepted Service
ANNOUNCEMENT #: #26-10
LOCATION: Boston, Massachusetts
CLASSIFICATION LEVEL: CL 23-25 ($45,695 - $90,906)
* * Starting salary usually in the low to middle portion of the range provided above, depending upon qualifications and experience. Promotion to the higher level is dependent on the needs of the office, assigned work duties, budget and individual performance.

OPENS: June 10, 2026

CLOSES: Open Until Filled
{Preference to those that apply by 6/26}

The U.S. District Court Clerk s Office currently is accepting applications for a full-time Help Desk Technician. The position is in the District Court Clerk s Office in Boston, Massachusetts.

Job Summary
The incumbent is responsible for providing help desk support for end users, systems administration, courtroom technology support, desktop configuration, user support, troubleshooting and desktop security. The incumbent is a member of the Systems group and reports to a department supervisor.

Representative Duties:
Installs, tests, configures and provides first level technical support for word processing, database applications and other software systems.
Repairs and maintains desktop PCs, scanners, printers and hardware systems.
Installs, supports, and troubleshoots evidence presentation systems and video conferencing equipment used in court proceedings.
Installs, configures, administers, and analyzes new products of special applications and LAN systems, including roaming profiles and automated workstation management.
Installs, configures and supports cell phones, VOIP and voice mail systems and the inter-operation between these devices and networked resources.
Maintains computer security resources on all workstations, including anti-virus and firewall systems.
Provides end user support by explaining technical concepts in an understandable manner. Displays patience with inexperienced users.
Logs and maintains help desk tickets using a ticket management system.
Writes effective instructions for users and fellow staff. Prepares professional reports and memos that are understandable and on time.
Analyzes, isolates, and works independently and with the assistance of other technical support staff to solve problems in complex systems. Helps diagnose and remedy computing system failures, both hardware and software.
Other duties, as assigned.

Minimum Qualifications/Requirements:
One to three years progressively responsible experience providing end user support and assisting with computer problem resolution.
Demonstrated skill in performing routine hardware maintenance.
Ability to implement, operate and document information technology systems considering both hardware/software issues.
Knowledge of computer processes and capabilities.
Ability to perform both hardware and software maintenance and troubleshooting.
Ability to communicate technical information effectively (orally and in writing) to end users in a manner that they can understand.
Proficiency at writing effective instructions for users and fellow staff.
Exceptional customer support skills.
Ability to travel between offices as needed.
Commitment to public service.

Preferred Qualifications:
Bachelor's degree, or two-year degree in Computer Science or related field, from an accredited college, university or technical school.
Experience working in the federal court system.

FBI Background Investigation
Applicants considered for this position will undergo a Federal Bureau of Investigation (FBI) background investigation defined as a technical fingerprint search of the criminal history records of the FBI national fingerprint database to determine if there is an arrest record on the individual.

Benefits
A generous benefits package is available and includes the following:
Eleven (11) paid federal holidays
Paid annual and sick leave
Retirement benefits under the Federal Employees Retirement System (FERS), which includes the Thrift Savings Plan, a 401k style retirement savings program with employer matching and automatic contributions
Health benefits under the Federal Employees Health Benefits Program (FEHB)
Life insurance benefits under the Federal Employees…