IT Specialist (CUSTSPT)

Summary

Duties

The Department of Labor may use certain incentives and hiring flexibilities, currently offered by the Federal government to attract highly qualified candidates. Relocation Expenses, Recruitment Incentives, Superior Qualifications and Special Needs Pay-Setting Authority may be negotiable. Click here for Additional Information.

This role supports the Office of the Chief Information Officer (OCIO) by serving on the Enterprise Service Desk (ESD), providing multi-channel IT customer assistance, troubleshooting issues related to hardware, software, network services, and user access, and contributing to service management activities such as asset tracking, knowledge updates, project support, and ensuring compliance with federal cybersecurity and accessibility requirements.

Major duties include, but are not limited to:

• Serve as a technical resource for the ESD, providing advanced end-user support across multiple channels, including phone, email, chat, walk-ins, and self-service systems.
• Receive and resolve escalated incidents, applying independent judgment to diagnose and remediate complex hardware, software, network, and access-related issues.
• Utilize the IT Service Management (ITSM) platform to log, categorize, prioritize, assign, and resolve incidents and service requests in accordance with OCIO policies and procedures and IT Infrastructure Library (ITIL) based processes.
• Administer user accounts and access controls across multiple platforms.
• Maintain accurate records in the IT asset management system for hardware, software, and peripherals.
• Participate as a contributing team member on IT projects, supporting project activities throughout their lifecycle.
• Draft statements of work, conducts market research, prepares cost estimates, and assists with monitoring contractor performance for quality and timeliness.
• Track and report on service desk resource utilization, including equipment, software licenses, and support trends, to provide accurate data that informs IT budget planning and procurement decisions.

Requirements

Conditions of employment

• Must be at least 16 years old.
• Must be a U.S. Citizen.
• Candidate required to obtain and maintain the necessary security/investigation level.
• Requires a probationary period if the requirement has not been met.

Qualifications

Applicants must have 52 weeks of specialized experience equivalent to at least the next lower grade level, GS-09 in the Federal Service.

Specialized Experience is the experience that equipped the applicant with the particular knowledge, skills, and abilities (KSA's) to perform the duties of the position successfully, and that is typically in or related to the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level. Applicants must meet 3 of the 4 statements below to be found qualified.

Qualifying specialized experience for GS-11 includes:

• Experience delivering IT customer support in a service desk environment, troubleshooting hardware, software, network, and access issues.
• Experience managing user accounts and permissions across systems while following security and least-privilege requirements.
• Experience using an IT service management (ITSM) system to document, prioritize, and resolve incidents and service requests.
• Experience tracking and analyzing trends, maintaining asset records, and identifying and supporting improvements to service desk and customer experience processes.

In addition to the above specialized experience, individuals must have IT-related experience demonstrating each of the following competencies listed below.

1. Attention to Detail - Is thorough when performing work and conscientious about attending to detail.
2. 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.
3. Interpersonal Skills - Shows understanding, friendliness, courtesy, tact, empathy, concern, and politeness to others; develops and maintains effective relationships with others; may include effectively dealing with individuals who are difficult, hostile, or distressed; relates well to people from varied backgrounds and different situations.
4. Problem Solving - Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.
5. Teamwork - Encourages and facilitates cooperation, pride, trust, and group identity; fosters commitment and team spirit; works with others to achieve goals.
6. Technical Competence - Uses knowledge that is acquired through formal training or on-the-job experience to perform one's job; works with, understands, and evaluates technical information related to the job; advises others on technical issues.

OR

EDUCATION: Ph.D or equivalent Doctoral degree OR 3 full years of progressively higher-level graduate education leading to such a Ph.D. or equivalent Doctoral degree in computer science, engineering, information science, information systems management, mathematics, operations research, statistics, or technology management or degree that provided a minimum of 24 semester hours in one or more of the fields identified above and required the development or adaptation of applications, systems or networks.