IT Specialist (Customer Support)

Summary This position is located in the U.S. Department of Justice (DOJ), Office of Justice Programs (OJP), Office of the Chief Information Officer (OCIO), Enterprise Infrastructure and Engineering Division (EIED). The incumbent of this position serves as an IT Specialist (Customer Support) responsible for advising on the application of Customer Support Services for OJP's Enterprise IT solutions and services. Learn more about this agency Requirements Conditions of Employment U.S. Citizenship required. Subject to background/suitability investigation/determination. Federal payments are required to be made by Direct Deposit. Requires registration for the Selective Service. Visit www.sss.gov. Pre-employment drug testing required. 1-year probationary period may be required. Security Requirements: Non-Sensitive/Moderate Risk Qualifications Basic Entry Requirements: Experience must be IT related; the experience may be demonstrated by paid or unpaid experience and/or completion of specific, intensive training (for example, IT certification), as appropriate. Individuals must have IT-related experience demonstrating each of the four competencies listed below. Attention to Detail - Is thorough when performing work and conscientious about attending to detail. Customer Service - Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services. Oral Communication - Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately. Problem Solving - Identifies problems; determines accuracy and relevance. Specialized Experience: Applicants must have one (1) year of specialized experience equivalent to at least the GS-12 level. Specialized experience is experience which is in or related to the line of work of the position to be filled and which has equipped the applicant with the specific knowledge, skills, and abilities to successfully perform the duties of the position. Examples of specialized experience include: Working with daily operations and performance monitoring of an enterprise information technology (IT) service desk supporting internal and external end users. Implementing industry best practices and technologies for incident management, request fulfillment, problem management, knowledge management, self-service, and continuous improvements. Experience working an IT Service Desk support center, and walk-in locations where customers receive in person quality IT support. Proficiency managing and delivering enterprise-class customer support services, customer experience, and service level management. Experience in coordination of improving processes between IT Support Services and customers. Technical Qualifications: Applicants who meet the basic entry and minimum qualification requirements, as described above, will be further evaluated on the following technical qualifications: Information Technology Performance Assessment Customer Service Communication Problem Solving Additional information on the qualification requirements is outlined in the OPM Qualification Standards Handbook of General Schedule Positions and is available at OPM's website: https://www.opm.gov/qualifications/standards/indexes/num-ndx.asp All qualification requirements must be met by the closing date of this announcement. Education There is no education requirement for this position. Additional information This position may be eligible for telework per agency policy. OJP offers opportunities for flexible work schedules. Recruitment incentives may not be authorized. This vacancy announcement may be used to fill additional vacancies. Please do not indicate current or former position salary in your application or resume. As the federal agency whose mission is to ensure the fair and impartial administration of justice for all Americans, the Department of Justice is committed to fostering a diverse and inclusive work environment. To build and retain a workforce that reflects the diverse experiences and perspectives of the American people, we welcome applicants from the many communities, identities, races, ethnicities, backgrounds, abilities, religions, and cultures of the United States who share our commitment to public service. This position has a duty station of Washington, D.C. The selectee will be required to physically report to the OJP office building at least four (4) days per bi-weekly pay period and may incorporate leave and official travel plans into this reporting requirement. The office director or supervisor may request the selectee's presence in the office more frequently, as determined by the needs of the office. The selectee will be responsible for covering all commuting-related travel expenses. OJP employees are eligible for one transportation benefit - parking or the Department of Justice (DOJ) transit subsidy. Read more Benefits A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new window Learn more about federal benefits. Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.