Desktop Support Technician I - U.S. Court of Appeals, Ninth Circuit

$50,482- $82,106 (CL 24)
$55,776- $90,660 (CL 25)*
Pasadena, CA

The Ninth Circuit is a part of the Federal Judiciary that hears cases on appeal from district courts, other federal courts, and administrative agencies. The Desktop Support Technician's role is to ensure that judges and court personnel are able to use technology effectively by providing excellent computer and mobile device support.

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.

Representative Duties

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.

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 5 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.

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.

How to Apply

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.

Next Steps

Priority application deadline: 1/17/2025
If selected for an interview, tentative interview dates start the week of January 28, 2025
Video conference interviews available.
Position open until filled.

Conditions of Employment

U.S. citizen or a permanent resident in the process of applying for citizenship. Direct deposit of pay required. Provisionally hired pending results of background investigation and fingerprinting. Positions with the U.S. Courts are at-will, excepted service appointments, and may be terminated with or without cause by the Court. Employees are required to adhere to the Code of Conduct for Judicial Employees.

The Court reserves the right to modify the conditions of this job announcement, or to withdraw the announcement, for any reason including, but not limited to, budgetary issues. Said modifications may occur without prior written or other notice.

Equal Focused Employer

We value diversity and are committed to equity and inclusion in our workplace. The 9th Circuit encourages applications from all qualified individuals and seeks a diverse pool of applicants in terms of race, ethnicity, national origin, sex, gender identity and expression, sexual orientation, age, languages spoken, veteran's status, disability, religion, and socio-economic circumstance.