PDS Overview: The Public Defender Service for the District of Columbia (PDS) is a federally funded, independent organization governed by an eleven-member Board of Trustees. PDS provides legal representation to individuals facing a loss of freedom in the local criminal, delinquency, and mental health systems in the District of Columbia. PDS’s approximately 221 employees, comprises attorneys, social workers, investigative specialists, administrative, and technical staff, collaborate with each other to advance the PDS mission. PDS’s main office is located at 633 Indiana Avenue, NW, Washington, D.C. District of Columbia residency is not a requirement for employment.
Employment at the Public Defender Service (PDS) is neither federal nor District of Columbia government employment, and all employees are at-will.
Division Description: This position is located in the Information Technology Division of the Public Defender Service for the District of Columbia. The Information Technology Division is responsible for the planning, development, implementation, maintenance, security, and management of all information technology systems and services that support PDS programs, case-related operations, administrative functions, and management operations. The Information Technology Division assesses agency technology requirements; analyzes potential return on technology investment for internal systems and PDS interfaces with external systems; and designs, administers, and secures systems configuration and architecture, including hardware and software, telecommunications, network operations, desktop systems, cloud services, cybersecurity, identity services, and system security. The incumbent reports to the Chief Information Officer or designee.
Major Duties and Position Description:
The Information Technology Specialist serves as a Customer Support specialist, organizationally referred to as a Hardware Technician, responsible for hands-on endpoint hardware support, workstation deployment, mobile device support, IT asset management, user assistance, and technical troubleshooting. The incumbent supports the availability, reliability, security, and operational readiness of IT equipment used by attorneys, investigators, social workers, administrative staff, and other agency personnel.
Major duties include:
Endpoint Hardware Support and Troubleshooting
· Provides technical support for agency desktop computers, laptops, docking stations, monitors, printers, scanners, mobile devices, audiovisual equipment, and related peripherals.
· Diagnoses, troubleshoots, and resolves hardware, operating system, software, network connectivity, printing, peripheral, and device performance issues.
· Performs hands-on technical support for equipment failures, connectivity problems, driver issues, imaging errors, operating system problems, security software alerts, and user-reported technical issues.
· Determines whether equipment should be repaired, reconfigured, replaced, escalated, or removed from service.
· Coordinates warranty repairs, vendor service requests, equipment replacements, and return merchandise authorizations as needed.
· Provides technical support for users in office, courtroom, telework, hybrid, and remote environments.
Workstation Imaging, Configuration, and Deployment
· Images, configures, provisions, and deploys agency laptops, desktops, tablets, mobile devices, and related IT equipment.
· Installs and configures approved operating systems, agency applications, endpoint security tools, productivity software, printing resources, remote access tools, and required system updates.
· Ensures devices are configured in accordance with agency standards, security baselines, naming conventions, inventory controls, and operational requirements.
· Assists with technology refreshes, new employee onboarding, office moves, equipment replacements, and separation-related equipment recovery.
· Supports the deployment of hardware and software updates, patches, drivers, firmware, and configuration changes.
· Validates that devices are functioning properly before issuance to employees.
IT Asset Management and Inventory Control
· Maintains accurate inventory records for agency IT equipment, including desktops, laptops, mobile devices, monitors, printers, scanners, docking stations, peripherals, and other assigned assets.
· Tracks equipment assignment, transfer, return, repair, disposal, and lifecycle status.
· Uses agency-approved inventory, ticketing, or asset management systems to document equipment location, user assignment, serial numbers, asset tags, warranty status, and service history.
· Conducts periodic inventory reviews and assists with reconciliation of physical equipment against system records.
· Supports procurement planning by identifying equipment shortages, lifecycle replacement needs, warranty expirations, and recurring hardware issues.
· Ensures equipment is handled, stored, transported, and disposed of in accordance with agency procedures, data security requirements, and property accountability standards.
User Support and Service Desk Coordination
· Receives, documents, prioritizes, and resolves IT support requests involving hardware, software, connectivity, access, printing, mobile devices, and peripheral equipment.
· Uses the agency’s ticketing system to record work performed, actions taken, troubleshooting steps, resolution status, and escalation needs.
· Provides clear, customer-focused technical support to users with varying levels of technical knowledge.
· Explains technical information in understandable terms and provides step-by-step guidance to employees when needed.
· Identifies recurring issues and recommends solutions to improve service delivery, reduce repeat incidents, and enhance user experience.
· Escalates unresolved or complex issues to senior IT staff, network administrators, systems administrators, cybersecurity personnel, or vendors, as appropriate.
Mobile Device and Remote Work Support
· Supports agency mobile devices, tablets, smartphones, remote access tools, and related endpoint management processes.
· Assists with device enrollment, configuration, application installation, user setup, troubleshooting, and device replacement.
· Provides support for telework and hybrid work technology, including laptops, docking stations, remote access tools, headsets, webcams, printers, and connectivity issues.
· Assists users with secure access to approved agency systems and ensures mobile and remote equipment is configured consistent with agency security requirements.
Printing, Scanning, and Peripheral Support
· Installs, configures, supports, and troubleshoots printers, scanners, multifunction devices, label printers, courtroom or office peripherals, and related software.
· Coordinates with vendors for maintenance, repair, replacement, and service calls.
· Assists with print queue configuration, driver installation, scan-to-email functionality, network printer access, device mapping, and user troubleshooting.
· Monitors recurring equipment issues and recommends corrective action or replacement when necessary.
Security, Compliance, and Data Protection Support
· Assists in maintaining the security and integrity of agency endpoints and IT equipment.
· Ensures devices are configured with required security tools, encryption, endpoint protection, approved software, and security updates.
· Follows established procedures for protecting sensitive agency, client, personnel, and operational information.
· Assists with account, access, and device-related tasks in coordination with appropriate IT staff.
· Supports secure equipment return, data backup coordination, data transfer, device sanitization, and disposal processes.
· Reports suspected security incidents, lost or stolen equipment, unauthorized software, malware alerts, or unusual system behavior in accordance with agency procedures.
· Assists with audit readiness by maintaining accurate documentation of equipment assignment, configuration, service history, and lifecycle status.
Documentation, Training, and Process Improvement
· Creates and maintains technical documentation, hardware setup guides, troubleshooting procedures, checklists, inventory records, and user instructions.
· Assists with maintaining standard operating procedures for imaging, deployment, onboarding, equipment return, hardware replacement, mobile device support, and asset management.
· Provides user guidance on proper equipment use, secure handling of technology, basic troubleshooting, and agency IT procedures.
· Identifies opportunities to improve hardware support processes, inventory accuracy, ticket resolution, equipment deployment, and customer service.
· Participates in IT projects, technology refreshes, equipment rollouts, office relocations, and system improvement initiatives.
Candidates must have strong written and oral communication skills, analytical and problem-solving abilities, sound technical judgment, a strong customer service orientation, and the ability to work both independently and collaboratively.
Other requirements: The incumbent may be required to provide occasional support outside normal business hours during technology deployments, emergency outages, office moves, equipment refreshes, or mission-critical events. The incumbent may be required to lift, carry, move, and install IT equipment weighing up to approximately 50 pounds, with assistance or equipment as appropriate. The incumbent may be required to travel between agency offices or work locations to install, troubleshoot, retrieve, or deploy equipment. The incumbent must comply with agency information security, confidentiality, property accountability, and acceptable use requirements. All candidates are subject to a criminal background check and must be able to obtain and maintain any required background investigation, suitability determination, or public trust clearance.
All candidates are subject to a criminal background check.
Preferred Qualifications: The following knowledge, skills, abilities, education, and/or experience are deemed highly desirable:
· Experience imaging and deploying Windows laptops and desktops in an enterprise environment.
· Experience using Microsoft Intune, Microsoft Endpoint Configuration Manager/SCCM, or similar endpoint management tools.
· Experience maintaining IT asset inventory and hardware lifecycle records.
· Experience supporting mobile devices and remote/hybrid work technology.
· Experience supporting printers, scanners, multifunction devices, audiovisual equipment, and peripheral hardware.
· Experience coordinating warranty repairs, vendor service requests, equipment replacement, and return merchandise authorization actions.
· Experience supporting technology refreshes, onboarding, offboarding, office moves, and equipment deployment projects.
· Education or training in Information Technology, Computer Science, Information Systems, Cybersecurity, Computer Engineering, or a related field.
- CompTIA A+, Network+, Security+, Microsoft, ITIL, HDI, or related IT support certification.
How you will be evaluated: Your application package includes your letter of interest, résumé and requested supporting documents. Please ensure your application package includes detailed information to support your qualifications for this position. Failure to provide sufficient evidence in your application package and requested supporting documents can result in a rejection of your application package.
Qualifications Required for the PDS Grade 11
To qualify at the Grade 11 level, candidates must possess at least one year of specialized experience equivalent to the Grade 09 level performing IT customer support, endpoint hardware support, workstation configuration, mobile device support, asset management, or related information technology work.
Specialized experience must demonstrate the ability to provide technical support for desktops, laptops, mobile devices, printers, scanners, peripherals, operating systems, software applications, basic network connectivity, hardware deployment, inventory tracking, ticket documentation, and secure equipment handling.
At the Grade 11 level, the incumbent is expected to independently resolve recurring and moderately complex technical issues, support technology deployment and equipment lifecycle activities, maintain accurate documentation, and provide customer-focused IT support under the general supervision of the Chief Information Officer or designee.
Rating: Your application package will be rated and ranked among other applicants, based on your experience, education, training, performance appraisals, and awards relevant to the duties of this position. Your rating can be lowered if your application package is not supported by the requested documents.
Referral: If you are among the top qualified candidates, your application package will be referred to a hiring manager for consideration at which time you may be invited to participate in a selection interview.
Benefits: PDS is funded by federal appropriations, and employees are entitled to participate in federal benefits plans, federal retirement systems, and the workers compensation program. Transferring federal employees will receive recognition of creditable federal service for leave accrual and retirement (if applicable) purposes. Benefits include:
Federal Employees Retirement Systems (retirement annuity)
Thrift Savings Plan (similar to a 401K program)
Federal Employees Health Benefits (health insurance)
Federal Employees Group Life Insurance (life insurance)
Federal Employees Dental and Vision Insurance Program
Flexible Spending Accounts (for health care and dependent care)
Long Term Care
Public Transportation Subsidy (funding contingent)
Parking garage space
Employee Assistance Program
Federal Occupational Health (access to health clinic and services)
How to Apply: You must provide a complete application package (1 PDF file) which includes:
(1) a cover letter;
(2) a resume, including email address; and
(3) a list of three references that include name, address, telephone number, and a statement of how each reference is able to evaluate your skills.
Your cover letter must address your qualifications as follows:
· Your experience troubleshooting and resolving desktop, laptop, mobile device, printer, scanner, peripheral, operating system, software, and basic connectivity issues.
· Your experience imaging, configuring, deploying, maintaining, and replacing IT equipment.
· Your experience supporting Windows operating systems, Microsoft Office/Microsoft 365, remote access tools, endpoint security tools, and approved business applications.
· Your experience maintaining IT asset inventory records, documenting equipment assignment, tracking lifecycle status, and coordinating repairs or replacements.
· Your experience using ticketing systems to document support requests, troubleshooting steps, corrective actions, and resolutions.
· Your experience supporting onboarding, offboarding, technology refreshes, equipment moves, and hardware deployment projects.
· Your experience applying IT security practices to protect sensitive information, secure endpoints, report incidents, and support secure equipment return, sanitization, or disposal processes.
· Your skill in communicating clearly, both orally and in writing, with technical and non-technical audiences.
Please ensure your application package includes detailed information to support your qualifications for this position. Failure to provide sufficient evidence in your application package and requested supporting documents can result in rejection of your application package.
To ensure your application receives proper consideration, the subject line of your application email must include the job announcement number and position title, for example: PDS-2026-24: Information Technology Specialist (Network Services).
Applications must be submitted by 5:00 p.m. on June 28, 2026 to [email protected].
Pay: $82,764.00 - $107,590.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible schedule
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
Work Location: In person
