National Support Desk (CM/ECF) - 21985

Job Description

HII-MDIS is currently looking to fill a Case Management/Electronic Case Files (CM/ECF) position for a Federal government customer. Tier 1 Support Desk Analyst (SDA) provides help desk and system deployment services for Appellate, District and Bankruptcy Case Management, Electronic Case Filing (CM/ECF). The analyst will be required to have troubleshooting, analytical, and decision-making skills to provide support and resolution to end-user issues or questions. The incumbent will provide operational and technical support to resolve application, functional and technical issues associated with CM/ECF.

Essential Job Responsibilities

Duties and Responsibilities (including but not limited to the following):

• Provide Tier 1 support for CM/ECF

• Utilize ITSM tool to create or track issues/requests

• Provide timely updates to tickets

• Perform remote troubleshooting

• Determine the best solution based on the issue and details provided by user

• Properly escalate unresolved queries to the next level of support

• Ensure proper recording, documentation, and closure for each issue

• Follow up with users, provide feedback and see problems through to resolution

• Preserve and grow the knowledge base for supported applications

• Review and provide recommendations regarding application instructional or procedural documentation

Minimum Qualifications

•  5 years relevant experience with Bachelors in related field; 3 years relevant experience with Masters in related field; 0 years experience with PhD or Juris Doctorate in related field; or High School Diploma or equivalent and 9 years relevant experience.

• Minimum 2 years of IT work experience

• Strong understanding of troubleshooting IT issues

• Flexibility and adaptability to handle different product service calls

• Good verbal and written communication skills

Preferred Requirements

• Experience with ServiceNow
• Software application Management experience
• Networking/Security experience
• Knowledge of the following products:
o Microsoft Office & Teams
o LINUX
• Understanding of ITIL best practices
• Background in Federal appellate, district and bankruptcy court operations
• Court experience with case management applications

Physical Requirements