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NITOAD ITIL Helpdesk Administrator 22-08 San Antonio, Texas

NITOAD ITIL Helpdesk Administrator
Job Location: 
San Antonio, Texas
Date Posted: 
Monday, November 15, 2021

The Federal Public Defender, Western District of Texas is accepting applications for the position of ITIL Helpdesk Administrator, National Information Technology Operations and Applications Development (NITOAD), located in San Antonio, Texas. The NITOAD branch supports the federal defender program’s staffed offices in 204 locations throughout the continental United States, Alaska, Hawaii, Puerto Rico, the Virgin Islands, and Guam. The federal defender program operates under authority of the Criminal Justice Act, 18 U.S.C. § 3006A, to provide defense services in federal criminal cases and related matters by appointment from the court to individuals unable to afford counsel.


To qualify for the ITIL Helpdesk Administrator position, a person must be a high school graduate or the equivalent and have at least three years of general experience, which provided a working knowledge of automated systems, and two years of specialized experience, and comprehensive knowledge of computer systems administration principles, practices, methods, and techniques. Some higher education may be substituted for experience. A bachelor’s degree is preferred. Notwithstanding any educational substitution, however, specialized knowledge and experience in the following areas is required:

  • Experience as a qualified, logic-based support professional with the ITIL (Information Technology Infrastructure Library) framework and proficiency with all levels of a functional help desk software and its workflows;
  • The ability and attributes to be the primary resource for a help desk application oversight, including the vision and drive to expand and grow the current help desk across several departments, while achieving new levels of customer service opportunities;
  • Skills and ability to design, automate, and manage workflows, oversee multiple channels of communication, administer, and understand the ticketing process from beginning to end, develop hierarchies, recommend and implement category changes/additions;
  • The ability to create templates, approval processes, user portals, and perform rule configuration;
  • Possess a strong aptitude for Incident, Asset, Change and Problem Management, and the ability to utilize end user portals and customer satisfaction survey functionality, and to create knowledge base articles and custom reporting.

Specialized knowledge, skill, and experience in the following areas is preferred: ITIL v4 and ITIL v3.

  • ITIL V4 certification.
  • Certified ITIL® Intermediate Level Certification (Foundation or better).
  • Help Desk Institute or Service Desk Institute Service Desk Manager Certification.
  • Service Desk and ITIL technologies such as iSupport, ServiceNow, ManageEngine, and Remedy.
  • ITIL and proficiency with iSupport Help Desk Software (Service Desk Edition).

The ability to lift 50 pounds and frequent travel, including overnight travel is required. This position is classified as “high sensitive.” Employment will be considered provisional pending the successful completion of an initial 10-year background investigation with updates performed every five years thereafter. Continued employment will depend upon the successful completion and favorable determinations based on investigation results.


The ITIL Helpdesk Administrator is responsible for providing consultation and day-to-day administration support for utilizing help desk software to NITOAD. General duties include implementing workflow automations, ITIL processes, and creating self-service functions; managing a service catalog and ensuring service information and processes are maintained. Obtaining approval for new processes and procedure by working closely with the supervisor. Evaluate, train, and master the help desk system to serve as a subject matter expert. The ITIL Helpdesk Administrator has first line responsibility for maintaining and designing a fully functional Help Desk software solution, and for performing or coordinating all automation support services necessary for the successful operation of an ITIL-based systems.  Responsible for ITSM Tools Administration and other duties as assigned.

Salary and Benefits: 
The starting salary of an ITIL Helpdesk Administrator will be commensurate with the experience and qualifications of the applicant, within a range from JSP-9, Step 1, to JSP-13, Step 1, and currently yielding $59,908 to $92,795 per annum. The position is in the excepted service and does not have the tenure rights of the competitive Civil Service. The position does carry regular government employment benefits including health and life insurance, retirement, and the Thrift Savings Plan. Salary is payable only by Electronic Funds Transfer (direct deposit).
How to apply: 

Qualified persons may apply by submitting a letter of interest (mentioning announcement number 22-08), a résumé, and a list of three references to: Maureen Scott Franco, Federal Public Defender, Western District of Texas, 7550 IH-10 West, Suite 200, San Antonio, Texas 78229, or you may submit your letter of interest and resume in a single PDF document by email to  The document should be named as follows: “Announcement number, position title, last name, first name” (e.g. 22-08 ITIL Helpdesk Administrator, Smith, John). No electronic submissions will be considered unless they are submitted through or This includes emails to the Defender. For applicants with disabilities, this organization provides reasonable accommodations, which are determined on a case-by-case basis. To request a reasonable accommodation for any part of the application or interview process, contact personnel administrator Victoria B. Longoria at (210) 981-2081. More than one position may be filled from this announcement. Position announced November 15, 2021 subject to the availability of funds; open until filled. 

The Federal Public Defender is an equal-opportunity employer.