Lead IT Specialist (PACER)

The Lead IT Specialist (PACER) position is in the Administrative Office of the US Courts, Department of Technology Services, Enterprise Operations Center (EOC), Customer Support Division (CSD), Tier 1 Support Branch. The EOC is a customer-focused, central point of contact for internal and external users of the Judiciary's nationally deployed information technology services and operates and monitors the Judiciary's national IT infrastructure.

Duties The Administrative Office of the U.S. Courts (AO), Enterprise Operation Center (EOC), Customer Support Division (CSD), Tier 1 Support Branch is seeking a Lead IT Specialist (PACER) to join its team. The Customer Support Division ensures enterprise-wide situational awareness of the Judiciary's IT infrastructure, mission-critical applications, and customer support functions. The Tier 1 Support Service Customer Support personnel work under the operational guidance of the Tier 1 Support Branch IT Supervisor and general guidance of the EOC Branch Chief. The Lead IT Specialist (PACER) assists the Section Chief in providing Tier 1 operational and technical support to resolve functional and technical issues and fulfill user PACER requests. The incumbent serves as team lead and is responsible for working with various AO partners and court staff. The duties of this position include, but are not limited to: Overseeing immediate and ongoing assistance to PACER users by responding to user queries and solving technical issues. Creating a work environment that promotes high quality customer support services. Overseeing teamwork assignments and, when required, working directly with customers. Operating EOC support systems, including IT service management, communications, web, and service monitoring tools. Maintaining a working knowledge of PACER. Preparing, presenting, and communicating information clearly and concisely to supervisors or senior management. Preparing and analyzing IT service management performance reports. Providing accurate and insightful interpretations of report data to ensure the delivery of high-quality support service. Analyzing and reporting information and trends to the supervisor or senior level management. Acting on behalf of the supervisor when required. Salary

• $68,287 - $134,985/year

Qualifications Applicants must have demonstrated experience as listed below. This requirement is according to the AO Classification, Compensation, and Recruitment Systems which include interpretive guidance and reference to the OPM Operating Manual for Qualification Standards for General Schedule Positions. Required Competencies (knowledge, skills, and abilities): Highly developed problem-solving and interpersonal skills. Managing multiple tasks or priorities and working effectively under pressure. Troubleshooting issues and errors. The ability to meet deadlines and work in a fast-paced environment. Specialized Experience: Applicants must have at least one full year (52 weeks) of specialized experience which is in or directly related to the line of work of this position. Specialized experience is demonstrated experience in ALL of the following: Supporting Red Hat Enterprise Linux (RHEL) 7 or higher applications. IT service desk operations. Using enterprise IT service management tools (i.e., ServiceNow, etc.). Judiciary operations, processes, and procedures. Desired, but not required: Helpdesk Institute (HDI) certification ITILv3 or 4 certification or training Experience with court operations, processes, and procedures Functional knowledge of PACER and the PACER Case Locator Education This position does not require education to qualify. Required Documents For this job announcement the following documents and/or information are required: Resume - Any written format you choose to describe your job-related qualifications. Citizenship - Include country of citizenship on resume. Notification of Personnel Action (SF-50) - All applicants outside of the AO must submit a copy of your latest SF-50 to verify current or former Federal employment status. Veterans Preference documentation - Certificate of Release or Discharge from Active Duty (DD Form 214), if applicable Application for 10-Point Veteran Preference (SF-15) and an official statement, dated 1991 or later, from the Department of Veterans Affairs or from a branch of the Armed Forces, certifying to the veteran's present receipt of compensation. How to Apply To apply for this position, you must complete the online application and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 05/20/2025 to receive consideration. To begin, click Apply Online to access an online application. Follow the prompts to select your USAJOBS resume and/or other supporting documents. You will need to be logged into your USAJOBS account or you may need to create a new account. You will be taken to an online application. Complete the online application, verify the required documentation, and submit the application. You will receive an email notification when your application has been received for the announcement. To verify the status of your application, log into your USAJOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the More Information link for this position. The Application Status page will display the status of your application, the documentation received and processed, and your responses submitted to the online application. Your uploaded documents may take several hours to clear the virus scan process. Click the following link to view and print the occupational questionnaire https://apply.usastaffing.gov/ViewQuestionnaire/12731677