This position serves as IT Specialist (Customer Support) in the Office of the Chief Information Officer (OClO). 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. To learn more about OCIO visit our website and LinkedIn. To view our current vacancies visit Join OCIO This position is inside the bargaining unit.

Duties

Major duties include, but are not limited to: Maintain a broad and specialized knowledge of IT principles, concepts, and methods. Provide expertise and advice during the development of IT solutions, services and products. Facilitate understanding and supports meetings between and with DOL customers and 3rd party service vendors. Implement, evaluate, monitor and plan work assignments that support OCIO Directorate mission and goals. Participate in deliberations and decisions relative to IT service, system and product effectiveness, planning, resource utilization, operations, and organizational structure. Coordinate, develop, evaluate and provide status reports on IT strategic and tactical plans, which impact budget, management, policy development, and procurement processes. Examine current areas of IT application, identifies and coordinates future needs and develops appropriate courses of action to address gaps in performance. Develop project management plans, cost/benefit analysis, budgets and spending plans, work breakdown structures, resource plans and acquisition/procurement plans. Perform other duties as assigned.

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.

Qualifications

You must meet the Basic Requirements and the Specialized Experience to qualify for IT Specialist (Customer Support), as described below. Applicants 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. AND Applicants must have 52 weeks of specialized experience equivalent to at least the next lower grade level, GS-12 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-13 includes: Resolving complex end-user technical issues through collaboration with IT teams, while providing guidance, leadership, and mentorship to ensure effective troubleshooting and operational consistency across the service desk. Managing complex IT projects with a focus on stakeholder engagement, timelines, resources, and communication, ensuring timely delivery in alignment with federal IT policies, cybersecurity standards, and industry best practices. Leading initiatives to improve service desk quality and timeliness by developing innovative strategies to reduce resolution times and enhance user satisfaction, leveraging expert knowledge of ITSM platforms (preferably ServiceNow) to analyze data and metrics, identify improvement areas, and present strategic recommendations to management for impactful decision-making.

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]