Help Desk Technician

Position Overview

The Office of Information Technology for the United States District Court, United States Probation Office, and United States Pretrial Services Office for the Western District of Texas is currently seeking qualified applications for the position of Help Desk Technician. The Help Desk Technician is responsible for fielding all Help Desk calls, emails, and support tickets. Interaction with end users will be via phone, email, chat, and support tickets; not in person communication. The position requires the use of a headset and microphone. This is a fully remote office position with required periodic travel to the headquarters office in San Antonio, TX.

Responsibilities

• Deliver exceptional technical customer service and support to internal customers through automated call distribution (ACD), via “live chat,” remote desktop control or over the Internet;
• Interact with internal customers to provide and process information in response to inquiries, concerns and requests related to services offered by the information technology department;
• Gather information and determine technical issues being experienced by evaluating and analyzing the symptoms;
• Accurately create, process and update issue transactions using a computer and designated tracking software;
• Research required information for resolution using available resources;
• Identify and escalate priority issues per handbook guidelines;
• Diagnose and resolve technical hardware and software issues identified as tier one level support such as Microsoft Office guidance, network connectivity troubleshooting, and more;
• Offer alternative solutions where appropriate with the objective of customer training to prevent a recurring incident;
• Enter updates on open tickets and make scheduled call backs to internal customers where necessary;
• Stay current with system information, changes and updates;
• Other duties as assigned;

Qualifications & Preferred Qualifications

• Must have at least two full years of specialized experience, in the following:
  • Working in a service desk environment with related support product(s) and/or service(s).
  • Experience with Microsoft operating systems and Microsoft 365 and above;
  • Experience with troubleshooting external devices using various Microsoft operating systems;
  • Experience in basic installation and removal of applications using various Microsoft operating systems;
  • Experience working with iOS/Apple devices
• A self-motivated achiever who gains satisfaction from providing excellent customer service oriented support;
• Exemplary attendance and punctuality;
• Strong listening and business phone etiquette skills;
• Ability to effectively work with others in high pressure situations, using appropriate interpersonal styles and methods to reduce tension or conflict.
• Ability to speak and write clearly, accurately and in a professional manner;
• Demonstrated proficiency in typing and grammar;
• Ability to multi-task effectively;
• Must be able to work an 8-hour shift between the hours of 7 AM CST to 7 PM CST. Management will have final discretion on schedule based on business needs.

Preferred Qualifications:

• Extensive experience in providing tier one or tier two technical support through a call center environment;
• Exposure to basic user and security group Active Directory administration, file services, printers, scanners, iOS/Apple devices, Audio/Visual technology, Workspace One/AirWatch, etc.;
• Technical certifications or education considered a plus

Application Procedure

• All applicants must be a U.S. citizen or must be a lawful permanent resident (i.e., green card holder) and seeking U.S. citizenship.
• Applicants scheduled to interview should advise the Human Resources staff if any accommodation is needed.
• Applicants are advised that false statements or omission of information on any application materials may be grounds for non-selection, withdrawal of an offer of employment, or dismissal after being employed.
• Employees of the U.S. Courts serve under "Excepted Appointments" and are considered "at-will" employees (except for probation officers who may be removed for cause).
• Employees will be hired provisionally pending the results of a background investigation.
• All employees are required to adhere to the Code of Conduct for Judicial Employees (available for review upon request).
• Only the most qualified candidates will be invited for a personal interview.
• Other conditions not listed above may be applicable.

The federal Judiciary provides a generous benefit package, which includes:

• Retirement Benefits:
  • Federal Employes Retirement System (FERS) Basic Benefit Plan
  • Thrift Savings Plan (TSP) – 401k styled program with up to a 5% government match
  • Social Security
• Paid vacation and sick leave
• 11 paid federal government holidays
• Optional Benefits:
  • Health, dental, vision, life, and long-term care insurance options
  • Flexible Benefits Program offering medical care, dependent care, and parking reimbursement
  • Employee Assistance Program
  • Flexible work schedules and telework, depending on location and position
  • On-site gym, depending on location