IT Support Specialist

The U. S. District Court for the Southern District of Texas is one of the largest district courts among the country's 94 federal judicial districts. The district courts, combined with the appellate courts and the Supreme Court, make up the judicial branch of the federal government. The Southern District of Texas consists of the following seven divisional offices:
Brownsville, Corpus Christi, Galveston, Houston, Laredo, McAllen and Victoria.

We are seeking technically qualified and customer focused applicants to join our IT support team in our McAllen courthouse.

The starting salary range for this position is $49,361- $61,722 (CL-25), with promotional potential to CL 27 ($59,732 - $97,098). Compensation and benefit information can be found . This position provides specialized technical support and routine technical support services. At this level, the incumbent provides both 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, 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.

• 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, Court Smart, 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 Sys Aid 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.

Incumbent will be required to provide specialized Tier 2 support for two of four following areas of expertise:

• AD
  - Support for Moves/Adds/Changes of User accounts and Control Group access. Responsible for File Restores, File/Type storage reports and data cleanup.
• DEM (Dynamic Environment Manager) - Support for user profiles, Add/Remove application assignments, monitor and cleanup workstations. Participation in new application captures and distribution. Create application templates for import/export at VDI logon/logoff, including Direct Flex.
• Client/Device
  - Responsible for testing, verifying, and mitigation of both Windows updates and Endpoint Security. Responsible for the monitoring of security logs and push definition updates. Must create and manage client images, grant access and distribute mobile data/application access to devices.
• Servers
  - Will help to provide server administration, hardware, software support for Windows operating system environments and virtual environments. This will include such items as patch management, device security, and inventory management.
• Applications
  - May be called upon to configure, maintain, and update court related applications or software packages as required. Will work closely with the systems server team to analyze, test, and implement application changes.
• Other
  - Participate in district-wide server projects and trainings. Will also 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.

• Network/Wireless
  - Configuring, maintaining, and troubleshooting all routers, switches, and wireless access points. Responsible for Moves/Adds/Changes while adhering to standards set by Tier 3.
• VOIP
  - Support for Moves/Adds/Changes and password resets for phones/voice mail while adhering to standards set by Tier 3.
• Fiber/Copper
  - Responsible for all network/voice infrastructure including fiber/copper installations, termination, testing,…