The Office of the Chief Information Officer (OCIO) is a customer service organization dedicated to providing information technology (IT) solutions and leadership to advance DOL's mission. More information on the OCIO is available on our website and LinkedIn, This position is outside the bargaining unit. This position is a TERM NTE 4 Years position. The position may be extended an additional 4 years, to a total of no more than 8 years.

Duties

Major duties for this position include, but are not limited to:

Requirements

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

Qualifications

For GS-14: Applicants must have 52 weeks of specialized experience equivalent to at least the next lower grade level GS-13 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. Qualifying specialized experience for GS-14 includes: Experience directly supervising both a local and geographically dispersed staff responsible for the customer experience and information technology (IT) service desk services and support activities (e.g. customer calls, install, moves, adds, changes of IT hardware, software installation, troubleshooting, escalations, data analysis, etc.) in an 8,000+ customer based geographically dispersed organization. Experience with the development and implementation of customer support techniques that follow Support Center (e.g. service desk and/or help desk) industry best practices (e.g. Information Technology Infrastructure Library (ITIL), Help Desk Institute (HDI)) for customer service and relationship management Additional to the above specialized experience, for all positions 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 of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.

Education

This job does not have an education qualification requirement.

Contacts

• Address Office of the Assistant Secretary for Administration and Management 200 Constitution Avenue NW Washington, DC 20210 US
• Name: Kayla Toft
• Phone: 312-353-6761
• Email: [email protected]