IT Technician (Customer Support)

About the position

The IT Technician (Customer Support) position at the Supreme Court of the United States involves providing technical support and assistance for telecommunications systems, including VoIP and cellular devices. The role requires regular interaction with internal and external callers to resolve issues and provide information, while also maintaining knowledge of current technologies and assisting with the configuration and training of telecommunications devices.

Responsibilities

• Interact with internal and external callers to resolve telecommunications issues.
• Dispatch calls to appropriate Court Offices or provide necessary information.
• Assist IT helpdesk staff with basic technical support for Justices and Court staff.
• Configure, troubleshoot, and provide support for VoIP and cellular phone systems.
• Monitor IT trouble ticket system and take appropriate action on requests.
• Generate data and reports for contact information and telecommunications usage.
• Maintain current knowledge of new applications, software updates, and hardware in telecommunications.
• Work with vendors to configure and support telecommunications devices.

Requirements

• Strong customer service skills.
• Proficiency with Microsoft Excel and Word.
• Excellent written and verbal communication skills.
• Ability to function as a reliable team player in a fast-paced environment.
• Ability to configure, update, and troubleshoot cellular devices and peripherals.

Nice-to-haves

• Familiarity with VoIP phone systems.
• Experience with configuring and managing web browsers (e.g., Edge, Chrome, Firefox).
• Experience using desktops in a virtualized environment.
• Basic knowledge of initiating and configuring devices for video conferencing on cellular devices and iPad platforms.

Benefits

• Paid vacation and sick leave.
• Holidays off.
• Life insurance coverage.
• Health benefits.
• Participation in the Federal Employees Retirement System.
• Flexible spending accounts.
• Long-term care insurance.
• SmartBenefits transit subsidy.